What will you do?

· Manage a team of production support engineers responsible for ensuring the stability, reliability, and performance of critical systems and applications.

· Lead incident management and resolution processes to minimize downtime and mitigate impact on business operations.

· Collaborate with cross-functional teams including development, infrastructure, and quality assurance to identify and address root causes of issues.

· Develop and implement best practices, processes, and procedures for incident response, escalation, and resolution.

· Monitor system health and performance metrics, proactively identify potential issues, and implement preventive measures.

· Define and track key performance indicators (KPIs) to measure the effectiveness of production support activities and drive continuous improvement.

· Provide technical leadership and mentorship to team members, fostering a culture of collaboration, learning, and innovation.

· Participate in on-call rotation and ensure 24/7 availability for critical production issues.

· Communicate effectively with stakeholders including business leaders, project managers, and external partners to provide updates on incidents, resolutions, and preventive measures.

TECHNICAL SKILLS

· Strong technical background in software engineering with hands-on experience in production support and incident management.

· Experience in troubleshooting complex systems and applications in a high-pressure environment, with a focus on root cause analysis and resolution.

· Experience with monitoring and alerting tools such as Splunk, ELK Stack, Prometheus, and Grafana.

· Knowledge of ITIL best practices for incident, problem, and change management.

· Excellent leadership and communication skills, with the ability to motivate and inspire a team to achieve common goals.

· Experience working in cross-functional, collaborative teams.

· Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions under pressure.

· Understanding of DevOps principles and practices, including continuous integration, continuous delivery, and infrastructure as code.

· Familiarity with cloud computing platforms such as AWS, Azure, or Google Cloud Platform.

SOFT SKILLS

· Excellent organizational skills and ability to prioritize wide range of tasks

· Demonstrated initiative and creativity - ability to influence (add value)

· Strong interpersonal, communication, organizational and planning skills

QUALIFICATION AND EXPERIENCE

· Bachelor's or Master's degree in computer science, software engineering, or a related field.

· 12+ years of relevant experience.

Your scope of work / key responsibilities:

Collaborates effectively

• Drives collaboration among team members in his/ her function
• Presenting a supportive, united front when appropriate.

Communicates Confidently

• Communicates crisply and candidly.
• Communicates effectively across audiences (reporting managers, peers, business partners)
• Balances talking and listening to foster candid dialogue.

Focuses on the Customer

• Raises concerns and recommends potential solutions for those processes that negatively impact the customer service experience or the fair treatment of customers.
• Helps employees understand the impact of their work on the customer/ client.
• Organizes own work to meet agreed upon deadlines.
• Focuses on surfacing underlying customer issues / concerns and identifying root causes.

Takes Accountability

• Takes steps to understand decision making processes and procedures – uses this understanding in developing work plans
• Escalating issues or redirecting enquiries in a timely and efficient fashion.
• Following up with customers when we say we will and delivering on our commitments.
• Works under general supervision on day-to-day matters.

Understands our Business

• Enhances understanding about the business of SLF (e.g. products and services, org structure, key competitors)
• Understands how his/her role relates to the Business Unit/ Function's objectives