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Mid-level metro production-support/devops role with broad skills required increases candidate competition.
SaaS production-support and customer-facing incident experience moderately limits transferability across industries.
Explicit 5+ years production-support requirement and domain-specific incident management make filters stringent.
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Manage day-to-day production support and operations for SaaS-based enterprise applications ensuring stable, reliable throughput.
Own end-to-end Incident Management lifecycle for production issues, prioritizing and resolving P1/P2 critical incidents within SLA timelines.
Lead production support team activities, coordinate cross-functional teams, handle customer escalations, conduct service reviews, and drive continuous operational improvements.
Bachelor’s degree in Computer Science, IT, Engineering, or related field.
5+ years of experience in Production/Application Support for SaaS or enterprise applications.
Strong hands-on skills in incident/problem management, handling P1/P2 incidents, ITIL processes, SLA management, RCA, and production troubleshooting.
Experience working in rotational shifts (24x5) as per business requirements in Noida, Uttar Pradesh location.
Experienced in customer-facing production support roles with strong stakeholder and escalation management skills.
Proficient in application troubleshooting involving logs, REST APIs, microservices, databases, and Linux/Unix environments.
Familiar with monitoring tools (Grafana, Kibana, CloudWatch), ITSM tools (Jira, ServiceNow), with exposure to AWS/Cloud, Kubernetes/OpenShift, Kafka, and Redis preferred.