Role Description
- As Production Support Lead, you will be the go-to person for our client. Your responsibilities extend to overseeing the intricate landscape of issue management, addressing concerns from both external and internal clients to meet key performance indicators (KPIs) and service level agreements (SLAs). A core aspect of your role involves managing the workflow, ensuring the seamless functioning of the application as deployed, emphasizing proactive and reactive measures to champion continuous service improvement.
- Your expertise comes to the forefront in Incident & Problem Management, where you lead the analysis, investigation, diagnosis, and problem-solving efforts to identify, troubleshoot, and resolve production issues. Additionally, your involvement in Release & Change Management is crucial, as you support the testing and release processes for production fixes. Facilitating the transition between project support and production support during Service Transition is a key responsibility, ensuring a smooth flow of operations.

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.
- Unde

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