Production Support Manager

Phi Commerce; Pune District; On-site; INR 2,500,000 - 3,800,000; Full time

Job summary

Phi Commerce is seeking a Production Support Manager in Pune to lead a high‑performing team responsible for 24/7 production support of mission‑critical payment applications. You will drive incident response, RCA, and proactive improvements in a BFSI/payments environment.

The role requires hands‑on Linux and SQL skills, experience with monitoring tools, and strong leadership to manage shifts and escalations in a fast-paced setting.

Qualifications

• 10+ years in production support or IT operations with team management experience.
• Domain expertise in Payment Gateways, Digital Payments, BFSI preferred.
• Strong Linux administration and troubleshooting skills.
• Advanced SQL skills (MySQL, PostgreSQL, Oracle) for queries and tuning.
• Familiar with monitoring tools (Grafana, Prometheus, Nagios, Zabbix).
• Understanding of web services and payment APIs (REST, JSON, SOAP).
• Education: Any Graduate (B.E./B.Tech/B.Sc/BCA/MCA preferred).

Responsibilities

• Oversee 24/7 production support to maintain high availability and optimal performance.
• Lead, mentor, and manage production support engineers.
• Act as the primary escalation point for critical incidents with RCA.
• Perform Linux administration and SQL data management.
• Monitor infrastructure and applications using Prometheus, Grafana, Nagios, or Zabbix.
• Troubleshoot payment gateway protocols and APIs (REST, JSON, SOAP).

Skills

Leadership

Incident management

SQL

Linux administration

Monitoring tools

API protocols

Payment gateways knowledge

Education

Any Graduate

Tools

Prometheus

Grafana

Nagios

Zabbix

Git

SVN

AWS

Azure

Job description

Location: Pune (CommerZone, Yerwada)

Work Mode: Work from Office (5 Days | General Shift)

Role Overview

We are looking for a Production Support Manager with 10+ years of hands‑on experience in production engineering, IT operations, and mission‑critical payment application support. You will lead a high‑performing support team ensuring high availability, system performance, and quick resolution in high‑transaction BFSI/Payment environments.

Key Responsibilities

• Production Operations & Engineering: Oversee L2/L3 production support operations to maintain 24/7 high availability, zero downtime, and optimal platform performance.
• Team Leadership: Lead, mentor, and manage production support engineers, managing shift allocations, escalations, and performance metrics.
• Incident & Escalation Management: Act as the primary escalation point for critical production incidents, driving quick resolution, root cause analysis (RCA), and preventative measures.
• Database & System Administration: Perform advanced SQL query optimization, manage data consistency, and execute hands‑on Linux administration and troubleshooting.
• System Monitoring & Alerting: Oversee infrastructure and application monitoring using tools such as Prometheus, Grafana, Nagios, or Zabbix to identify and resolve issues proactively.
• Integration & Gateway Support: Troubleshoot payment gateway protocols and APIs (REST, JSON, SOAP) to ensure seamless transaction flows.

Key Requirements & Qualifications

• Experience: 10+ years of total experience in production support or IT operations, with demonstrated experience in team management.
• Domain Expertise: Experience in Payment Gateways, Cards, Digital Payments, Banking, or BFSI domain is strongly preferred.
• Technical Proficiency:
  • Strong hands‑on experience with Linux administration and troubleshooting.
  • Advanced SQL skills (MySQL, PostgreSQL, Oracle) for query writing, tuning, and data management.
  • Experience handling high-volume, high‑transaction application environments.
  • Familiarity with monitoring tools (Grafana, Prometheus, Nagios, Zabbix).
  • Knowledge of version control systems (Git, SVN) and cloud environments (AWS, Azure).
  • Understanding of web services and payment APIs (REST, JSON, SOAP).
• Education: Any Graduate (B.E. / B.Tech / B.Sc / BCA / MCA preferred).
• Notice Period: Immediate Joiners to 30 Days max.

Interview Process

1. HR Screening
2. Virtual Technical Interview (L1)
3. Managerial Round (Face‑to‑Face at Pune Office)
4. HR Discussion