Job Title: Lead – Production Support
Location- Mumbai (WFO)
Years of Experience- 12 - 15 yrs
Job Overview
We are looking for an experienced and driven Lead – Production Support to lead and strengthen our production support function. This role requires a strong technical & functional expert who can drive incident management, provide strategic oversight, and mentor teams while ensuring system stability and business continuity.
Key Responsibilities
• Lead end-to-end production support operations, ensuring high system availability and reliability.
• Diagnose and resolve complex system/application issues, minimizing business impact and downtime.
• Perform in-depth analysis of logs, metrics, and system behaviour using advanced debugging tools to identify root causes.
• Drive Root Cause Analysis (RCA) and implement preventive measures for recurring issues.
• Collaborate closely with development, QA, DevOps, and business teams to prioritize fixes and deliver enhancements.
• Establish and enforce best practices for incident management, problem management, and change management.
• Monitor SLAs, ensure timely resolution of support tickets, and improve support KPIs.
• Mentor and guide junior team members, fostering a high-performance and ownership-driven culture.
• Act as a key stakeholder in release planning, risk assessment, and production readiness.
Technical Requirements
• Strong expertise in databases: MySQL, Oracle, MongoDB
• Proficient in troubleshooting complex production environments and enterprise applications
• Solid experience in Lending domain (LOS/LMS/Supply Chain Finance)
• Exposure to system integrations, APIs, and distributed systems is an advantage
Qualifications & Experience
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field
• 12–15 years of experience in production support, application support, or related roles
• Proven experience in a lead/technical leadership role
• Hands-on experience working with LOS/LMS/SCF products within the lending ecosystem
Core Competencies
• Strong leadership and team management skills
• Excellent communication and stakeholder management abilities
• Strategic thinking with strong analytical and problem-solving skills
• Ability to thrive in a fast-paced, high-pressure environment and manage multiple priorities
