THE ROLE

In close partnership with the Director of Production Operations, the Lead -
Production Operations is a hands-on leadership role responsible for overseeing
the operational efficiency and scalability of IT infrastructure and services.
This position ensures seamless delivery of IT services to support the
organization’s strategic objectives and operational needs. The ideal candidate
is a leader with solid technical expertise and a proven track record of working
with complex IT environments.

REPORTS TO

Director – Production Operations Infrastructure Services

LOCATION

Preference for this person to be based in Bangalore and hybrid.

WHAT YOU WILL DO

* Oversee optimization of ITSM processes, including incident, problem, change,
and configuration management.
* Managing Major incident Management bridges and communication to leadership
* Monitor and analyze ITSM metrics and KPIs, driving improvements in
operational efficiency and service quality.
* Collaborate with cross-functional teams to ensure IT services align with
business needs and deliver maximum value.




* Lead the incident management process to ensure rapid identification,
escalation, resolution, and documentation of incidents.
* Lead teams to conduct blameless post-incident reviews to identify root causes
and implement corrective actions.
* Monitor incident trends and drive continuous improvements to reduce
recurrence and improve response times.
* Manage the lifecycle of problems, from identification and analysis to
resolution and prevention.
* Collaborate with technical teams to perform root cause analysis (RCA) and
implement long-term fixes.
* Drive proactive problem management initiatives to mitigate potential risks
and enhance system reliability.

* Support initiatives to enhance employee support experiences, including
self-service tools and knowledge base resources.

WHO YOU ARE

* Education: Bachelor's degree in information technology, Computer Science, or
a related field.
* Experience: Minimum o

📌 Lead Production Operations (Bengaluru)
🏢 Ralliant
📍 Bengaluru