Job Title:  Manager | ITSM | Bengaluru | Engineering | Platform Development & Integration

The Team

 Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about: Customer

Your Work Profile

A Lead Production IM Implements, and manages secure, scalable, and cost-effective cloud infrastructure on Amazon Web Services.

Key Skills Required

• Key responsibilities include overseeing cloud architectures, ensuring security (IAM, compliance), monitoring performance, and automating operations, typically requiring 10+ years of experience.
• Banking and Finance domain working experience specifically on Cards & Payments, Mobile apps and cloud native solutions would be really useful
• Core Competencies required - Incident, Problem & Change Management (ITIL)

•      Disaster Recovery & High Availability Architecture

•      Team Leadership & People Management

•      Site Reliability Engineering & Production Operations

•      Cloud & Container Platforms (AWS, Kubernetes, Docker)

•      Monitoring & Observability (Kibana, Splunk, Grafana, Prometheus, Nagios, Zenduty)

•      SLA / SLO / MTTR Governance & Reliability Engineering

•      Stakeholder & Client Communication

·    Service Recovery: Lead response efforts to restore normal operations as fast as possible

·    Communication Hub: Act as the primary contact point between technical teams and business stakeholders during outages.

·   Bridge Coordination: Run war rooms and bridge calls to align cross-functional groups

·    Root Cause Analysis: Facilitate post-mortem reviews to find underlying problems and prevent future failures.

·    Leading and managing 24x7 application & infrastructure support operations for enterprise applications

·    Responsible for production operations, deployment, build & release, support across applications and infrastructure.

·    Own and manage end-to-end lifecycle of incidents (P1–P4) and change ensuring timely identification, escalation, communication, resolution, and closure.

·    Identify recurring incidents and work with engineering teams to reduce MTTR, incident recurrence, and operational toil.

·    Perform impact analysis and prioritization based on business criticality and customer impact.

·    Drive Root Cause Analysis (RCA) and Post-Incident Reviews (PIR), ensuring actionable corrective and preventive actions (CAPA) are identified and continuous improvement.

·    Supervise incident and problem lifecycle; ensure effective post-incident reviews, RCA and continuous improvement.

·    Providing L2/L3 Level Infra and Application support mostly in Linux servers and involved in investigation on RCA and handling escalations from Clients and stakeholders depending upon the priority of issue.

·    Managing  team of SREs & Support Engineers; conducting performance reviews, mentoring, and ensuring SLA/KPI compliance (MTTR,s SLO, Automation Ratio).

·    Driving automation, Deployment and reliability initiatives using Kubernetes, Docker, Jenkins, GCP and Azure.

·    Oversaw Active-Active and Active-Passive data center configurations and routing through SBCs for failover scenarios.

·    Actively involved in Active/active and Active/Passive DR failover.

·    Spearheaded process improvements in incident management, RCA analysis, and capacity planning, enhancing uptime and service resilience.

·    Using ELK, Grafana, Cloudwatch tools extensively for log monitoring and analysis for troubleshooting day-to-day production issues and Kibana dash boards to analyze the data with respect to customer, data center and application.

·    Hands-on experience in Kibana dashboards, Grafana monitoring, and Apigee API checks, and cloud resource optimization.

·    Have Experience on containerization tool Docker, writing Docker files for creating Docker images and containers in different Environments.

·    Using Kubernetes to orchestrate the deployment and Apptio to scale up, scale down and management Kubernetes pods.

·    Proven track record in leading L2/L3 production support, driving incident management, RCA, and automation initiatives while ensuring high availability, compliance, and SLA adherence for enterprise customers.

·    Exposure on supporting Rest API applications and tasks like GET, POST, PUT, Clear cache as a part of pre/post deployment and support process.

·    Execute, write and modify complicated DML and DDL SQL queries includes as per requirement to solve day-to-day application/production related issues.

·    Monitored customer satisfaction metrics (CSAT/NPS) and implemented continuous improvement plans to address recurring issues

Required Hands-on Technical skills

AWS Services: Understanding and experience in EC2, S3, RDS, Lambda, VPC, DynamoDB, and IAM.

Cloud Architecture: Knowledge of design patterns (microservices, serverless), high availability, scalability and disaster recovery.

DevOps & Tools: Experience with Docker, Kubernetes, CI/CD pipelines, and automation scripting (Python, Bash).

Ntw: Deep knowledge of networking, VPCs, load balancing, databases (SQL/NoSQL),

Security: Implementing security best practices, including IAM, encryption, and network segmentation.\

Observability : Monitoring system performance, troubleshooting issues, and managing cost optimization strategies with tools like Grafana, Cloudwatch, ELK, Site247

Infrastructure as Code (IaC): Experience in Terraform, Ansible, or AWS CloudFormation.

Experience: 10-15+ years in IT, with 8+ years specialized in Enterprise Production systems management and cloud architecture.

Certification: ITIL certified Preferred.

AWS Certified Solutions Architect – Associate or Professional is highly preferred.