Production and Support Engineer

Zenith Consultants Software; Hyderabad; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Zenith Consultants Software in Hyderabad seeks a Production Operations & Stability specialist with a primary focus on ensuring availability of critical business applications and smooth transformations. You will monitor batch jobs, health checks, and act as the first point of contact for operational issues affecting business users.

You will coordinate with PMO and IT support, manage incidents via ITSM tools, support go-live readiness, and ensure governance, data integrity, and timely

Qualifications

• Experience managing incidents and service requests with ITSM tools.
• Strong coordination with business users and transformation teams.
• Proficiency in data validation and reporting.
• Ability to monitor system health and performance metrics.

Responsibilities

• Monitor availability of critical business applications and processes; ensure smooth operations.
• Oversee daily operational activities, including batch jobs, workflows, and system health checks.
• Serve as the first point of contact for operational issues impacting business users.
• Ensure minimal disruption to operations during transformation activities.
• Manage incidents and service requests via ITSM tools such as ServiceNow and Jira.
• Resolve issues within defined SLAs and escalate as needed while owning the resolution.
• Support transformation initiatives, participate in cutover planning, go-live readiness, and hypercare.
• Document and enforce SOPs, governance, data validation, and reporting.

Skills

Incident Management

Stakeholder Coordination

Data Validation

Operational Reporting

Tools

ServiceNow

Jira

Job description

Production Operations & Stability (Primary Focus)

Monitor and ensure availability and smooth functioning of critical business applications and processes.

Oversee execution of daily operational activities, including batch jobs, workflows, and system health checks.

Act as the first point of contact for operational issues impacting business users.

Ensure minimal disruption to business operations during transformation activities.

2. Incident & Service Request Management

Manage incidents and service requests via ITSM tools (e.g., ServiceNow, Jira).

Resolve functional and operational issues within defined SLAs.

Escalate technical/system issues to relevant teams while retaining ownership.

Track incident trends and collaborate on preventive actions.

3. Transformation Program Support

Support implementation and rollout phases of transformation initiatives.

Participat`e in cutover planning, go-live readiness, and hypercare support.

Ensure business processes are validated and functioning correctly post-change.

Identify and escalation risks affecting operational continuity.

4. Process Governance & Compliance

Ensure adherence to defined operational processes, SOPs, and governance frameworks.

Validate process compliance across teams during transformation.

Drive standardization and consistency in operations.

Assist in audits and compliance reporting.

5. Data Validation & Operational Accuracy

Perform data checks and reconciliations to ensure accuracy across systems.

Monitor key operational metrics (transactions, workflows, reporting outputs).

Identify discrepancies and coordinate resolution with relevant teams.

Maintain data integrity during system/process changes.

6. Stakeholder Coordination

Work closely with:

• Business users
• PMO and transformation teams
• IT support teams

Provide regular updates on system health, incidents, and risks.

Support business users with process queries and system usage.

Facilitate communication during major incidents or transition events.

7. Reporting & Operational Insights

Prepare and maintain:

• Daily/weekly operational dashboards
• Incident and SLA reports
• Transformation progress updates

Track KPIs related to system performance and support efficiency.

Provide insights to improve operational effectiveness.

8. Documentation & Knowledge Management

Maintain and update:

• Standard Operating Procedures (SOPs)
• Runbooks and operational guides

Ensure documentation reflects current processes post-transformation.

Support knowledge transfer initiatives across teams.