IT SOFTWARE OPERATIONS HEAD

Impression Makers; Mumbai City; On-site; INR 20,00,000 - 30,00,000; Full time

Job summary

A leading software solutions company in Mumbai is seeking a Senior IT Software Operations Head responsible for the stability, availability, and performance of business-critical applications. This role includes operational ownership, incident management, and technical leadership. Candidates should have strong experience in Windows and Linux environments, excellent troubleshooting skills, and knowledge of ITSM tools. The position also requires strong communication skills and a continuous improvement mindset.

Qualifications

• Strong experience with Windows & Linux production environments.
• Advanced application troubleshooting skills.
• Strong database knowledge with query analysis.
• Experience with ITSM tools such as ServiceNow, Jira, or Remedy.

Responsibilities

• Own end-to-end production support for assigned applications.
• Proactively identify operational risks and implement preventive controls.
• Lead major incident management communications and resolutions.
• Ensure compliance with security policies and audit requirements.
• Design and maintain application health monitoring.

Skills

Windows & Linux production environments

Advanced application troubleshooting

Database knowledge with query analysis

ITSM tools (ServiceNow, Jira, Remedy)

ITIL processes

Application servers (IIS, Apache, Nginx, Tomcat)

Tools

AWS

Azure

GCP

ELK

Splunk

Grafana

Prometheus

Datadog

Docker

Kubernetes

Job description

Senior IT Software Operations Head
Role Overview

The Senior IT Software Operations Engineer is responsible for owning the stability, availability, and performance of business-critical software applications and operational systems. This role goes beyond routine support and focuses on problem ownership, root cause elimination, automation, operational excellence, and mentoring junior team members.

The senior professional acts as a technical bridge between development, infrastructure, security, and business stakeholders, ensuring that production systems meet SLAs, compliance standards, and scalability requirements.

Key Responsibilities Senior Level Expectations
Operational Ownership

Own end-to-end production support for assigned applications and platforms

Ensure high availability, reliability, and performance of production systems

Proactively identify operational risks and implement preventive controls

Lead major incident management, including communication, coordination, and resolution

Incident, Problem & Change Management

Act as primary escalation point for complex application and system issues

Perform deep root cause analysis (RCA) and drive permanent corrective actions

Lead problem management initiatives to reduce recurring incidents

Review, approve, and implement production changes following ITIL change processes

Technical Leadership

Review incident trends and provide technical direction for improvements

Define and enforce operational best practices and standards

Participate in architecture and design reviews from an operations perspective

Automation & Continuous Improvement

Identify repetitive operational tasks and design automation solutions

Develop scripts and tools to improve monitoring, alerting, and self-healing

Drive shift-left initiatives by collaborating with development teams

Improve system observability using logs, metrics, and traces

Release & Deployment Management

Plan and oversee software releases, patches, and upgrades

Ensure zero-downtime or low-risk deployments

Coordinate with DevOps, QA, and infrastructure teams during releases

Validate rollback and contingency plans

Monitoring, Compliance & Security

Design and maintain application health monitoring and alerting

Ensure compliance with security policies, audit requirements, and SLAs

Participate in vulnerability remediation, patch management, and audits

Ensure documentation is audit-ready and up to date

Stakeholder Communication

Communicate clearly with business users, product teams, and management

Provide incident reports, operational metrics, and improvement plans

Act as a trusted technical advisor for production stability

Required Skills Senior Level
Technical Skills

Strong experience with Windows & Linux production environments

Advanced application troubleshooting (logs, performance, memory, threads)

Strong database knowledge with query analysis

Experience with ITSM tools (ServiceNow, Jira, Remedy)

Solid understanding of ITIL processes (Incident, Problem, Change)

Experience with application servers (IIS, Apache, Nginx, Tomcat)

Advanced / Preferred Skills

Cloud platforms (AWS / Azure / GCP)

Monitoring & observability (ELK, Splunk, Grafana, Prometheus, Datadog)

CI/CD & DevOps exposure

Containers & orchestration (Docker, Kubernetes)

Networking fundamentals (DNS, load balancers, firewalls)

Security & compliance awareness

Behavioral & Leadership Expectations

Strong ownership mindset

Calm under pressure during incidents

Excellent analytical and decision-making skills

Ability to mentor and influence without authority

Clear written and verbal communication

Continuous improvement mindset

Success Metrics (Senior Level)

Reduction in recurring incidents

Improved system uptime and SLA adherence

Faster MTTR (Mean Time to Resolve)

Increased automation coverage

Improved operational documentation quality

Positive feedback from stakeholders and team members