Production Support Manager

App Dev Sr Manager – (UDDS Production Support)

Location

Hyderabad, India (Offshore)

24×7 Support Model

Role Summary

The Production Support Manager (Offshore) is responsible for providing unified leadership and operational governance across UDDS digital platforms, including myCigna, Cigna for HCP, Employers, Brokers, SI, and Interops. This role owns end‑to‑end production support delivery for Tier 1 and Tier 2 applications, ensuring stability, resilience, and continuous improvement across a highly interdependent digital ecosystem.

As the single accountable offshore leader, this role drives standardization, ownership, and faster decision‑making, coordinates Hyderabad‑based FTEs and contractors, leads high‑severity incident management, and advances AI‑ and automation‑led L2 operations to reduce manual effort and improve operational efficiency at scale.

Key Responsibilities

Operational Leadership & Governance

• Provide single‑point offshore leadership for production support across all UDDS digital platforms.
• Establish and enforce consistent operational governance, support standards, and escalation protocols.
• Drive faster, data‑driven decision‑making across interdependent platforms and support towers.
• Own offshore delivery outcomes for availability, performance, stability, and SLA adherence.

Incident & Problem Management

• Act as the primary authority for managing Sev‑1 and Sev‑2 incidents, including stakeholder bridge calls and executive communications.
• Lead cross‑tower coordination during major incidents involving infrastructure, security, vendors, and application teams.
• Ensure robust root cause analysis (RCA), problem management, and preventative remediation.
• Reduce repeat incidents through trend analysis and proactive risk identification.

Team & Delivery Management

• Lead and develop Hyderabad‑based FTEs and contractors under a single operating model.
• Drive skill development, knowledge depth, and succession planning across platforms.
• Foster strong team morale, accountability, and ownership in a 24×7 support environment.
• Optimize shift coverage and support readiness for critical Tier 1 and Tier 2 applications.

AI, Automation & Continuous Improvement

• Champion AI‑ and automation‑led L2 improvements to reduce manual triage and repetitive work.
• Partner with engineering, SRE, and platform teams to drive incident prevention and self‑healing capabilities.
• Leverage monitoring, analytics, and operational data to improve MTTR, incident quality, and service reliability.
• Drive continuous operational efficiency and scalability across the support model.

Stakeholder & Cross‑Functional Collaboration

• Serve as the primary offshore interface for onshore leaders, product teams, SRE, infrastructure, and vendors.
• Provide clear, concise operational updates to senior leadership during incidents and reviews.
• Ensure seamless coordination across platforms to support business‑critical digital journeys.

Required Qualifications

• 10+ years of experience in Application Production Support / IT Operations, with at least 5 years in a leadership role.
• Strong experience supporting large‑scale digital platforms (web, mobile, APIs) in a 24×7 model.
• Proven expertise in Major Incident Management, cross‑tower escalation, and stakeholder communications.
• Experience managing offshore teams, including FTEs and contractors, at scale.
• Hands‑on understanding of ITIL, SRE, and operational excellence practices.
• Strong knowledge in Java

Preferred Qualifications

• Experience supporting healthcare or regulated digital platforms.
• Exposure to AI‑driven operations, automation, and L2/L3 efficiency initiatives.
• Familiarity with observability and support tools (e.g., ServiceNow, monitoring and APM platforms).
• Strong executive communication and leadership presence during high‑pressure situations.