About the Role

The Production Operations Lead will own the day-to-day operational reliability of the Saganova OTT platform and establish the processes required to operate a live consumer technology service.

The role will work across Engineering, Cloud/DevOps, QA, Customer Support and external technology vendors to ensure production incidents are identified, prioritised, resolved and tracked effectively.

This is not primarily a hands-on Cloud/DevOps engineering role. The role requires someone who has previously operated a live production platform and understands incident management, SLA management, monitoring, escalation, problem management and operational reporting.

Role Summary

You will own the operational framework for Saganova and ensure there is explicit visibility of platform health, incidents, service levels and operational risks.

You will coordinate production incidents, establish severity and escalation processes, monitor SLA performance, drive root-cause and problem management, and continuously improve production operations.

Key Responsibilities

- Own production operations for the Saganova platform.
- Establish and maintain the Incident Management process.
- Define and govern P1/P2/P3/P4 severity and escalation criteria.
- Coordinate major production incidents and technical incident bridges.
- Ensure incidents are correctly triaged, assigned, escalated and closed.
- Establish incident communication and stakeholder update processes.
- Define and track operational SLAs/SLOs.
- Monitor platform availability, performance and production health.




- Work with Cloud/DevOps to define monitoring, alerts and dashboards.
- Ensure monitoring events are appropriately classified and actioned.
- Own operational Jira queues and incident tracking.
- Establish Problem Management for recurring production issues.
- Coordinate RCA and corrective actions following major incidents.
- Track RCA actions through to closure.
- Coordinate production readiness for releases.
- Maintain operational escalation matrices and on-call processes.
- Coordinate technology vendors during production incidents.
- Produce weekly/monthly operational performance reporting.
- Track availability, incidents, MTTA, MTTR, SLA breaches and recurring issues.
- Identify operational risks and improvement opportunities.
- Maintain production runbooks and operational documentation.
- Drive continuous improvement of production processes.

Required Skills

- Production Operations / Service Operations
- Incident Management
- Major Incident Management
- Problem Management
- SLA / SLO Management
- Production Monitoring & Alerting
- Operational Reporting
- Root Cause Analysis
- Escalation Management
- Jira / Service Management tools
- Cloud infrastructure fundamentals
- AWS fundamentals
- Application and infrastructure monitoring
- Logs and observability
- API and web application fundamentals
- Release / Change Management
- Stakeholder communication
- Vendor coordination
- Technical documentation

Pay: ₹80,000.00 - ₹90,000.00 per month

Work Location: In person

📌 Sr. Cloud/DevOps Engineer (Sahibzada Ajit Singh Nagar)
🏢 Saganova Media Group
📍 Sahibzada Ajit Singh Nagar