Production Support, ITIL, Distributed Technologies

• Lead end-to-end production support for critical applications, ensuring high availability, performance, and reliability across distributed environments.

• Own and manage major incidents, including impact assessment, triage, coordination with multiple teams, communication, and timely resolution.

• Analyze recurring incidents and production issues to identify root causes and drive permanent fixes and preventive measures.

• Define and implement production support standards, runbooks, and operational procedures aligned with ITIL best practices.

• Collaborate with development and architecture teams to design supportable, scalable, and resilient solutions for new and existing applications.

• Oversee change, release, and deployment activities to minimize production risk and ensure smooth transitions into live environments.

• Monitor system health using appropriate tools, define alert thresholds, and proactively address performance and capacity issues.

• Provide technical leadership and guidance to support teams, including mentoring, knowledge sharing, and continuous skills enhancement.

• Partner with business stakeholders to understand service expectations, prioritize issues, and ensure adherence to SLAs and OLAs.

• Prepare and present incident reports, trend analyses, and improvement recommendations to senior management and key stakeholders.

Minimum Qualifications:

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field (BTECH, BE, ME, MSC, BSC, BCA, MCA, MTECH).

• 8–15 years of hands-on experience in production support or application support roles within enterprise environments.

• Strong expertise in production operations and support processes, including incident, problem, and change management.

• Proven experience applying ITIL principles in day-to-day production support and service management activities.

• Demonstrated ability to troubleshoot complex issues across distributed systems and coordinate resolution with multiple teams.

• Solid understanding of service-level management, monitoring, and escalation procedures in high-availability environments.

Education: MCA,MSc,MTech,Bachelor of Engineering,BE,BSc,BTech

Preferred skills: Foundational->Service Management->ITIL,Technology->Maintenance and Production Support process->Finacle Product Maintenance process