- 10 to 15 years of experience in Application Production Support / Application Managed Services (AMS)
- Minimum 3+ years in a Lead or Support Manager role
- Experience supporting Banking, Financial Services, Telecom, or other mission critical enterprise applications
Role Summary We are seeking an experienced Application Production Support Lead to manage business critical applications in a 24x7 support environment. The role involves leading support teams, managing major incidents, driving operational excellence, ensuring application availability, and collaborating with development, infrastructure, and business stakeholders to maintain SLA compliance and service stability. The ideal candidate should possess solid technical troubleshooting skills, incident management expertise, production governance experience, and leadership capabilities. Key Responsibilities Production Support & Incident Management
- Lead L1/L2 Production Support teams for enterprise applications.
- Manage P1/P2 incidents and drive incident resolution within SLA targets.
- Coordinate major incident bridge calls and war room activities.
- Perform root cause analysis (RCA) and implement preventive measures.
- Monitor application health, availability, performance, and capacity.
- Ensure smooth execution of daily operational activities and support processes.
- Drive continuous improvement initiatives to reduce MTTD and MTTR.