Operational Lead for Production Support

What you'll do

• Implement and monitor domain-specific SLAs, KPIs, and service performance levels.
• Oversee supplier performance to ensure consistent, high-quality service delivery.
• Lead blameless post-incident reviews to identify root causes and implement corrective actions.
• Drive operational transformation initiatives focused on automation, AI adoption, and SRE practices.
• Establish and enforce production support policies, standards, and operational controls.
• Oversee transition planning for new applications, services, and vendor onboarding.
• Track and report service performance metrics to stakeholders while managing operational escalations.
• Identify systemic risks and recurring failure patterns across production environments.

What we're looking for

• 5+ years of experience in Technical Production Support.
• 5+ years of experience in incident/problem management.
• 5+ years of experience in vendor relations/coordination.
• 3+ years of experience in SLA frameworks and performance analytics.
• 3+ years of experience with ServiceNow, Jira, Splunk, and Dynatrace.
• Proven ability to lead complex incident response and drive long-term reliability improvements (preferred).
• Experience conducting blameless post-incident reviews and ensuring corrective actions are implemented (preferred).
• Bachelor's degree.