Production Support Manager

The Production Support Manager leads end-to-end operations, system stability, service delivery, and continuous improvement for business‑critical platforms. The role oversees multi-level support teams, drives governance, ensures operational excellence, and manages high-value client and stakeholder relationships.

Responsibilities:

• Lead and manage L1, L2, and L3 Production Support teams across shifts and domains.

• Steer daily operational performance, workload allocation, and capability building.

• Own stakeholder engagement with client – ensuring transparent communication, timely updates, and expectation management.

• Lead governance meetings, operational reviews, and provide SLA, KPI, and performance insights.

• Drive Major Incident Management – including war room leadership and executive communication.

• Oversee Problem Management including trend analysis, RCA quality, an...