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Metro location, common generalist title, and broad skill requirements increase candidate competition.
Operational IT skills transfer across industries, but production-support specifics increase domain sensitivity.
Explicit 12+ years and mandatory managed-services and ITSM experience create strict shortlisting filters.
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Lead end-to-end production support for enterprise applications ensuring high availability and SLA compliance in a 24x7 managed services environment.
Manage and mentor geographically distributed L2 and L3 support teams including shift and on-call planning and operational governance (Incident, Problem, Change, Release management).
Drive continuous service improvement, major incident resolution, operational dashboards, and lead transition of support from incumbent vendors ensuring seamless business continuity.
12+ years of overall IT experience with at least 5 years managing enterprise production support or managed services.
Experience leading 24x7 production support operations and geographically distributed teams.
Strong skills in Incident, Problem, Change, Release, and Knowledge Management processes and tools such as ServiceNow, Jira Service Management, or BMC Remedy.
Work Location: Hyderabad, Telangana, India. Employment Type: Full Time. Notice period: Not explicitly mentioned in the JD.
Demonstrated ability to manage complex production support engagements with strong operational governance and SLA achievement (target >98% compliance).
Experienced in stakeholder and client communication with executive presentation skills and handling major incident management effectively.
Familiarity with operational transformation, automation initiatives, vendor transition management, and ITIL-aligned processes in enterprise IT environments.