Responsibilities

• Oversee production incidents and ops enhancements across multiple tracks, ensuring timely resolution with minimal business impact.
• Lead a cross-functional team (BA, Dev, Integration) to provide on-call support for P1/P2 incidents, ensuring regular user updates per SLA.
• Maintain daily engagement with users to provide updates on critical incidents; manage escalation effectively when needed.
• Provide functional and technical guidance to the team on ticket investigation, troubleshooting, and resolution.
• Contribute to system design improvements, offering insights into solutioning and architectural enhancements.
• Ensure strict adherence to SLAs for incident resolution and reporting.
• Plan and coordinate weekly deployments and patching to ensure smooth production operations and maintain system availability.
• Manage maintenance windows and downtimes in collaboration with clients and internal teams.
• Oversee the timely implementation of security fixes and certificate renewals as per SOP.

• Lead weekly PMT reporting and quarterly PMC for Ops, providing transparency on progress and challenges.
• Prepare and present management reports on incident trends and critical issues to both internal and external stakeholders.
• Manage and mentor a team of Developers, Business Analysts, and Interns across various experience levels.
• Drive team development and engagement, fostering skill development and operational excellence.
• Engage with client leadership and key stakeholders, ensuring alignment on operational priorities

Requirements

• Bachelor Degree in Computing or related 
• At least 4 - 5 years of experience and track record in incident management
• Experienced in overseeing production support and operational activities across multiple tracks.  
• Strong leadership, stakeholder management, and a commitment to operational efficiency while maintaining SLAs. 
• Additionally, the candidate should possess strong functional expertise to guide the team in swiftly resolving issues and improving overall system performance.