Production Support Manager

Location: Pune (CommerZone, Yerwada)

Work Mode: Work from Office (5 Days | General Shift)

Role Overview

We are looking for a Production Support Manager with 10+ years of hands-on experience in production engineering, IT operations, and mission-critical payment application support. You will lead a high-performing support team ensuring high availability, system performance, and quick resolution in high-transaction BFSI/Payment environments.

Key Responsibilities

• Production Operations & Engineering: Oversee L2/L3 production support operations to maintain 24/7 high availability, zero downtime, and optimal platform performance.
• Team Leadership: Lead, mentor, and manage production support engineers, managing shift allocations, escalations, and performance metrics.
• Incident & Escalation Management: Act as the primary escalation point for critical production incidents, driving quick resolution, root cause analysis (RCA), and preventative measures.
• Database & System Administration: Perform advanced SQL query optimization, manage data consistency, and execute hands-on Linux administration and troubleshooting.
• System Monitoring & Alerting: Oversee infrastructure and application monitoring using tools such as Prometheus, Grafana, Nagios, or Zabbix to identify and resolve issues proactively.
• Integration & Gateway Support: Troubleshoot payment gateway protocols and APIs (REST, JSON, SOAP) to ensure seamless transaction flows.

Key Requirements & Qualifications

• Experience: 10+ years of total experience in production support or IT operations, with demonstrated experience in team management.
• Domain Expertise: Experience in Payment Gateways, Cards, Digital Payments, Banking, or BFSI domain is strongly preferred.
• Technical Proficiency:
• Strong hands-on experience with Linux administration and troubleshooting.
• Advanced SQL skills (MySQL, PostgreSQL, Oracle) for query writing, tuning, and data management.
• Experience handling high-volume, high-transaction application environments.
• Familiarity with monitoring tools (Grafana, Prometheus, Nagios, Zabbix).
• Knowledge of version control systems (Git, SVN) and cloud environments (AWS, Azure).
• Understanding of web services and payment APIs (REST, JSON, SOAP).
• Education: Any Graduate (B.E. / B.Tech / B.Sc / BCA / MCA preferred).
• Notice Period: Immediate Joiners to 30 Days max.

Interview Process

1. HR Screening
2. Virtual Technical Interview (L1)
3. Managerial Round (Face-to-Face at Pune Office)
4. HR Discussion