Responsibilities

Incident Management:

• 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.

Team Leadership & Coordination:

• 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.

Licence no: 12C6060