Provide operational ownership for an enterprise monitoring platform: monitor health and alerts, manage incidents and escalations, coordinate with DBA, infra and dev teams, drive RCA and reliability improvements, optimize ServiceNow workflows, enable CI/CD and reliability practices, and support observability across cloud and multiple database technologies.
Job Title: Lead Senior Production Support / Operations Engineer
Education: Any Graduate
Experience: 8+years
Job Location: Mumbai
Role Summary
We are seeking a highly Senior Production Support / Operations Engineer to represent and operationally support our in-house monitoring and observability platform across enterprise database environments.
This role acts as the critical operational bridge between:
- The in-house monitoring product development and QE team(s),
- Internal ITSM/ticketing teams using ServiceNow,
- Multiple enterprise DBA organizations across:
- Oracle Database
- Open-source database platforms (MySQL, PostgreSQL, MongoDB, Cassandra, etc.)
- Microsoft SQL Server
The ideal candidate combines strong operational troubleshooting skills, production support leadership, monitoring expertise, incident coordination capabilities, and excellent cross-team collaboration skills in large-scale enterprise environments.
This is a senior leadership position: the candidate must bring substantial experience leading Production Support Engineers, combined with exceptional communication skills for direct, confident engagement with customers and senior stakeholders of in-house management.
Key Responsibilities
Production Operations & Monitoring Support
- Provide operational ownership and production support for the in-house enterprise monitoring platform.
- Monitor health, performance, alerting quality, and operational stability of monitoring services.
- Analyze monitoring gaps, false positives, missed alerts, and operational inefficiencies.
- Ensure monitoring coverage across Oracle, Open-source, and SQL Server database environments.
Incident & Escalation Management
- Act as the operational point-of-contact during production incidents involving monitoring failures, alerting gaps, or infrastructure issues.
- Coordinate incident triage across:
- DBA teams,
- Monitoring development teams,
- Infrastructure teams,
- Service management teams.
- Drive bridge calls and ensure effective stakeholder communication during critical outages.
- Perform root cause analysis (RCA) and post-incident operational reviews.
ServiceNow & Ticket Workflow Coordination
- Work with ServiceNow for:
- Operational escalations,
- Service requests.
- Review ticket quality and ensure operational accuracy of issue classification and routing.
- Improve ticket workflows between DBA teams and monitoring platform support teams.
- Collaborate with internal support organizations to streamline escalation processes.
Cross-Functional DBA Collaboration
- Collaborate closely with enterprise DBA teams supporting:
- Oracle Database
- MySQL
- PostgreSQL
- MongoDB
- Apache Cassandra
- Microsoft SQL Server
- Cloud services (AWS, AZURE, GCP)
- Understand operational monitoring requirements specific to each database technology.
- Work with DBAs to validate alert thresholds, event correlation, and monitoring accuracy.
- Serve as the operational liaison between DBAs and monitoring team developers and QE.
Operational Excellence & Reliability Engineering
- Identify recurring operational pain points and recommend automation opportunities.
- Improve alert quality, event correlation, and monitoring reliability.
- Participate in operational readiness reviews for new monitoring features.
- Help define operational standards, playbooks, and escalation procedures.
Monitoring & Observability Engineering
- Support enterprise observability initiatives involving:
- Metrics,
- Events,
- Alerting,
- Dashboards,
- Health monitoring,
- Incident correlation.
- Work with both commercial and in-house monitoring systems.
- Analyse operational telemetry to identify systemic reliability concerns.
DevOps & CI/CD Enablement
- Collaborate with engineering teams to improve CI/CD pipelines.
- Implement deployment strategies (blue-green, canary, rolling updates).
- Advocate for reliability-focused design patterns.
Security & Compliance
- Ensure infrastructure adheres to security standards and compliance requirements.
- Participate in vulnerability assessments and remediation.
Required Technical Skills
- Strong production support and operations experience in enterprise environments.
- Substantial experience leading Production Support Engineers, in a senior/lead or team-management capacity.
- Strong experience with cloud platforms (AWS, Azure, and GCP).
- Substantial, practical hands-on experience with both Windows and Linux operating systems, and sound working familiarity with Databricks and Microsoft Fabric for analytics workloads.
- Expertise in monitoring & observability tools (e.g., Prometheus, Grafana, Datadog, or in-house tools).
- Working knowledge of:
- ServiceNow
- Incident workflows,
- Escalation management,
- Operational support models.
- Exposure to database technologies including:
- Oracle Database
- Microsoft SQL Server
- MySQL
- PostgreSQL
- NoSQL ecosystems preferred.
- Strong understanding of:
- Windows and Linux systems,
- Infrastructure monitoring,
- Alerting concepts,
- Production operations.
- Experience supporting 24x7 enterprise production environments.
Preferred Qualifications
- Experience working with in-house monitoring or observability product teams.
- Familiarity with SRE/DevOps operational practices.
- Exposure to enterprise event management systems.
- Knowledge of automation/scripting (Python, Shell, PowerShell).
- Experience handling high-severity production incidents.
Critical Non-Technical Skills
An ideal candidate must demonstrate:
Operational Intuition
- Ability to detect operational anomalies early.
- Strong troubleshooting instinct and pattern recognition.
Fearless Communication
- Ability to speak confidently during incidents and escalations.
- Comfortable engaging customers and senior stakeholders of in-house management, along with multiple technical teams.
- Exceptional written and verbal communication skills, able to present operational status and risk directly to customers and senior leadership with clarity and confidence.
Cross-Team Collaboration
- Ability to coordinate effectively across DBA teams, support organizations, and development groups.
Calmness Under Pressure
- Structured decision-making during high-severity incidents.
Ownership Mindset
- Drives issues to closure rather than relying solely on assigned ownership boundaries.
Investigative Curiosity
- Continuously analyses why operational failures occur and how they can be prevented.
- Substantial track record leading, mentoring, and developing Production Support Engineers.
- Sets the standard for operational excellence and coaches junior/mid-level engineers toward it.
- Acts as an escalation point and mentor for less experienced engineers during high-severity incidents.
- Team Leadership & Mentorship
Preferred Qualifications
- Relevant Certifications in cloud platforms (AWS/Azure/GCP).
- Familiarity with SRE/DevOps operational practices.
- Familiarity with Databricks and Fabric domain.
- Exposure to enterprise event management systems.
- Knowledge of automation/scripting (Python, Shell, PowerShell).
Datavail’s Team of Cloud Experts Can Save You Time and Money
Our Cloud experts are capable to overcome every obstacle in helping clients manage everything from databases, analytics, reporting, migrations, and upgrades to monitoring and overall data management.
You can free up your IT resources to focus on growing your business rather than fighting fires. Our Cloud experts can guide you through strategic initiatives or support routine database management.
Cloud Managed Services
Datavail’s business focuses on helping you use your data to drive business results through cost-saving services. The success of your business depends on how well you understand and manage your data. Our managed cloud services give you the power to unleash your organization’s potential. We provide comprehensive and technically advanced support for Cloud Operation to ensure that your infrastructure is safe, secure, and managed with the utmost level of care.
Our delivery performance in data management leads the industry. We offer highly trained Cloud administrators via a 24×7, always on, always available, global delivery model.
With the combination of a proven delivery model and top-notch experience ensures that Datavail will remain the Cloud experts on demand you desire. Datavail’s flexible and client focused services always add value to your organization.
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