Assistant Manager - Production Support

Broad Function:

Responsible for ensuring stable, reliable, and efficient operation of SaaS/enterprise applications in production. The function focuses on incident and problem management, application troubleshooting, SLA adherence, customer support, production operations, and cross-functional coordination to minimize business impact and maintain high levels of service availability and customer satisfaction.

Roles and Responsibilities (not limited to)

• Manage day-to-day production support and application operations for SaaS-based products.
• Handle production issues and ensure timely resolution with minimal business impact.
• Own the complete Incident Management lifecycle from identification, prioritization, assignment, escalation, resolution, and closure.
• Drive P1/P2 and critical production incidents to resolution within defined SLA timelines.
• Act as the primary customer-facing SPOC for production support and manage customer escalations.
• Ensure clear and timely communication with customers and stakeholders throughout the incident lifecycle.
• Build strong customer relationships and understand business and operational priorities.
• Conduct regular customer reviews and service governance meetings covering incidents, SLAs, risks, service performance, and improvement initiatives.
• Coordinate with Engineering, DevOps, QA, Product, and other teams to resolve customer-impacting issues.
• Perform L1/L2 application troubleshooting and analyze application logs, API responses, database queries, and system behavior.
• Monitor production environments and proactively identify potential service-impacting issues.
• Perform Root Cause Analysis (RCA) for major and recurring incidents and drive corrective actions.
• Track key support metrics such as SLA compliance, incident volume, response/resolution time, and service availability.
• Drive continuous improvement in production stability, support processes, incident response, and customer satisfaction.
• Lead and manage the day-to-day activities of the Production Support team, including work allocation, prioritization, and tracking of deliverables.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Minimum 5 years of experience in Production Support / Application Support for SaaS or enterprise applications.
• Strong hands-on experience in Incident & Problem Management, including handling P1/P2 and business-critical production incidents.
• Experience in customer-facing production support, customer escalations, service reviews, and stakeholder management.
• Good understanding of ITIL processes, SLA management, RCA, and production support governance.
• Hands-on troubleshooting experience with application logs, REST APIs, microservices, databases, and Linux/Unix environments.
• Experience with monitoring/logging tools such as Grafana, Kibana, CloudWatch, or equivalent.
• Working knowledge of Jira, ServiceNow, or other ITSM/ticketing tools.
• Exposure to AWS/Cloud environments and Kubernetes/OpenShift would be preferred.
• Exposure to Kafka and Redis would be an added advantage.
• Strong analytical, problem-solving, communication, and customer-management skills.
• Prior experience in leading/coordinating a production support team or managing support operations would be preferred.

Benefits

• Cashless medical insurance for employees, spouses, and children
• Accidental insurance coverage
• Life insurance coverage
• Retirement benefits including Provident Fund (PF) and Gratuity
• ESI*
• Complementary meal coupons
• Company-paid transportation
• Sodexo benefits for income tax savings
• Paternity & Maternity Leave Benefit
• National Pension Saving
• EL encashment
• Sick Leave