Production Support Head

ApMoSys Technologies Private Limited; Navi Mumbai; On-site; INR 4,500,000 - 6,500,000; Full time

Job summary

ApMoSys Technologies Private Limited in Navi Mumbai is seeking a Head of Production Support to lead our enterprise-wide production support operations, ensuring high application availability, stability, SLA adherence and effective incident management.

Ideal candidates have 15+ years of experience (8+ in production support leadership) and a passion for automation, RCA, and operational excellence, with a readiness to manage 24x7 services from an office-based role.

Qualifications

• 15+ years of overall IT experience with 8+ years in production support leadership.
• Experience managing 24x7 enterprise support operations.
• Strong familiarity with ITIL processes and service management practices.
• Experience with large-scale enterprise or BFSI applications is a plus.
• Proven ability to manage incidents, drive RCA, and lead automation initiatives.
• Excellent stakeholder communication and team leadership skills.

Responsibilities

• Lead enterprise-wide production support and service delivery teams.
• Manage Major Incidents (P1/P2), Problem Management and Change Management.
• Ensure application uptime, SLA adherence and operational excellence.
• Drive RCA, service improvements and automation initiatives.
• Coordinate with Business, Infrastructure, Development and Vendor teams.
• Oversee 24x7 support operations and staff management.
• Implement ITIL governance and operational controls.

Skills

Production Support

Leadership

Stakeholder communication

Incident management

Education

ITIL Foundation/Expert Certification

PMP/PRINCE2 Certification

AWS/Azure Certification

Tools

ServiceNow

Remedy

Jira

Dynatrace

AppDynamics

Splunk

Grafana

Job description

Are you a seasoned IT support leader with a track record of keeping business-critical systems running flawlessly? Do you thrive in high-stakes environments and excel at managing large-scale enterprise operations?

We are looking for a dynamic Head of Production Support to lead our enterprise-wide support operations in Navi Mumbai. If you have 15+ years of experience and a passion for operational excellence, automation, and leadership, we want to hear from you!

Location: Navi Mumbai (Work from Office)

Experience: 15+ Years (with 8+ years in Production Support leadership)

Role Overview

As the Head of Production Support, you will lead enterprise-wide production support operations. You will be responsible for ensuring high application availability, operational stability, strict SLA compliance, and effective incident management for our business-critical applications.

• Lead Production Support and Service Delivery teams.
• Manage Major Incidents (P1/P2), Problem Management, and Change Management.
• Ensure application uptime, SLA adherence, and operational excellence.
• Drive RCA, service improvements, and support automation initiatives.
• Coordinate with Business, Infrastructure, Development, and Vendor teams.
• Oversee 24x7 support operations and team management.
• Implement ITIL best practices and governance processes.
• Core Expertise: Production Support, Service Delivery Management, and ITIL Framework.
• ITSM Tools: Hands‑on experience with ServiceNow, Remedy, or Jira.
• Monitoring Tooling: Familiarity with Dynatrace, AppDynamics, Splunk, or Grafana.
• Infrastructure & Cloud: Exposure to Cloud Platforms (AWS / Azure / GCP), Linux/Unix environments, and Databases (Oracle, SQL Server, PostgreSQL).
• Leadership: Exceptional stakeholder communication and team management skills.

Preferred Experience & Certifications

• Experience managing large-scale enterprise or BFSI applications.
• Proven track record in a 24x7 support environment.
• Certifications like ITIL Foundation/Expert, PMP/PRINCE2, or AWS/Azure certifications are highly preferred.