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Global brand, metro Pune location, and broad senior support skills increase candidate competition moderately.
Production support skills transfer across industries but SME enterprise-app focus creates moderate domain-specific bias.
Explicit 8–12 years plus mandatory production support, ticketing, monitoring, and SQL skills makes filters strict.
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Lead and manage Level 3 application support for critical business applications and product platforms, including incident and problem management.
Serve as the primary technical and functional SME, bridging business stakeholders, product teams, and L3 development to ensure timely issue resolution and operational excellence.
Drive continuous improvement initiatives, mentor L3 support engineers, and ensure alignment with business expectations and SLAs.
8 to 12 years experience in application support, product support, software engineering, or enterprise technology environments.
Proven experience leading Level 2 or Level 3 support operations and managing production support teams.
Strong technical expertise in incident, problem, and change management, root cause analysis, and production support best practices.
Experience with Azure DevOps or JIRA, ServiceNow or similar ticketing platforms, monitoring tools, SQL Server, API troubleshooting, and collaborating with L3 development teams.
Experienced in managing critical production support for enterprise applications with strong stakeholder management skills.
Technically proficient to act as both functional and technical SME, enabling effective communication between business and engineering teams.
Capable of driving operational excellence and continuous improvement across globally distributed teams and complex environments.