The responsibilities will include:
- Analyse incidents, recommends solutions, and contributes to service improvement.
- Ensure that all requests, incidents and problems are dealt with according to set standards and procedures.
- Direct daily operations, allocate resources, and plan to meet service levels.
- Proactively address system and service problems, ensuring timely resolution actions.
- Facilitate development of documented problem solutions and corrective actions.
- Educate and train internal and external application users.
- Guide team members, monitor progress, and prioritize quality improvement.
- Initiate process improvements aligned with business objectives and audits.
- Drive enhancements aligning with procedural, regulatory, and security requirements.
- Draft and maintain meticulous documentation for application support procedures.
- Contribute to audits and reviews, collecting evidence for process evaluation.
- Undertake diverse projects and tasks to ensure smooth production operations.

Experience required
What we are looking for:




- Degree preferable in either Commerce/IT or a related field; or equivalent.
- Expert SQL skills.
- Independent, self-directing and delivery focused working style.
- Superior analytical thinking and keen attention to detail.
- Positive communication skills, confident in dealing with internal and external clients. Passionate about providing an excellent service experience for our clients.
- Demonstrable ability to provide leadership and direction in incident management, to effectively prioritize and execute tasks in a high-pressure workplace.
- Builds relationships with senior internal and external stakeholders.
- Experience in support and incident management, ITIL preferably. For Technical skills, SQL, Application monitoring tools New Relic, Datadog, APM, Splunk, PagerDuty.

Experience preferred
Beneficial but not essential.
- Interest / familiarity with financial markets and products.
- Some experience with Microsoft .NET dev

📌 Production Support Lead (Gurugram)
🏢 FNZ Group
📍 Gurugram