Roles and Responsibilities

• 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, an...