Director of Production Support (IT)
Director of Production Support (IT)
Posted on :
14-07-2025
Employer Active
1 Vacancy
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Job Description
Director - Production Support - IT
BangaloreIndia
Hybrid
About the Role: Our client is looking for a seasoned and dynamic Director - Production Support to lead and elevate our production support operations. This leadership role is critical in ensuring system stability rapid issue resolution and continuous service improvement for our enterprise applications As a senior leader you will own the end-to-end production support function manage a team and act as a key interface between operations engineering and executive leadership. We are particularly interested in candidates who bring strong people management skills technical expertise and a deep understanding of the ITIL framework.
Key Responsibilities:
Lead the Production Support function managing a high-performing team of 10 engineers across geographies and time zones.
Take ownership of Incident Management Break-Fix Operations and Problem Management in alignment with ITIL best practices.
Ensure minimal disruption to business-critical systems through proactive monitoring and rapid incident response and analyze production data to identify trends recurring issues or areas for optimization.
Collaborate with cross-functional teams including Engineering QA Infrastructure and Product to ensure seamless resolution and root cause analysis.
Drive continuous improvement initiatives automation and operational efficiencies.
Manage and optimize support SLAs KPIs and reporting metrics.
Provide regular CxO-level reporting dashboards and communication on incident trends risk mitigations and system health.
Foster a culture of accountability collaboration and customer-centricity within the team.
Ensure compliance with governance and audit processes.
Required Qualifications:
12 years of overall IT experience with significant expertise in Production Support
leadership roles.
Proven track record of building and managing large-scale support teams (25 members) in high-availability high performance environments.
Strong understanding and hands-on experience with ITIL processes especially in Incident Problem and Change Management.
Excellent communication skills with the ability to interact and influence at all levels including CXO stakeholders.
Demonstrated ability to lead teams under pressure and in fast-paced evolving environments.
Experience working in a product-based company is highly preferred.
Familiarity with support tools like Opsgenie Sumologic Jira ServiceNow and Dynatrace etc. is a plus.
Excellent communication skills with the ability to interact and influence at all levels including CXO stakeholders.
Demonstrated ability to lead teams under pressure and in fast-paced evolving environments.
Experience working in a product-based company is highly preferred.
Familiarity with support tools like Opsgenie Sumologic Jira ServiceNow and Dynatrace etc. is a plus.
Employment Type
Full-time
Key Skills
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