Senior Manager, Production Support and Operation

Role Summary

Director, Production Support and Operations is accountable for end-to-end ownership of Application Support, Global Cloud Operations, and Engineering Deployment across a 24x7 global operating model. This role ensures high availability, SLA compliance, operational resilience, and continuous innovation for mission-critical platforms.

The leader brings strong ITIL discipline, drives AIOps-led operations, and provides thought leadership to modernize Managed Services in a fast-paced, always-on environment.

Key Responsibilities

• Lead Application Support, Cloud Operations, and Deployment Engineering teams operating under a follow-the-sun 24x7 model.
• Own SLAs, SLOs, KPIs, incident response, escalation management, and production stability.
• Establish and mature ITIL-aligned service management (Incident, Problem, Change, Release, Capacity).
• Oversee Microsoft Azure cloud operations, including infrastructure management, PaaS services, backups, disaster recovery, and security.
• Lead product deployment and release enablement, ensuring seamless CI/CD handoffs and zero-downtime releases.
• Drive AIOps, AI tools, and automation for proactive monitoring, predictive insights, and self-healing operations.
• Govern ServiceNow (SNOW) for service management workflows and operational reporting.
• Act as the executive escalation point for critical incidents and lead RCA and preventive actions.
• Partner with Engineering, Architecture, Security, and Business stakeholders to ensure operational readiness and cost efficiency.
• Bring innovative thinking and thought leadership to evolve Managed Services from reactive support to intelligent, outcome-driven operations.

Technology Stack

• Cloud & Infrastructure: Microsoft Azure, PaaS, Infrastructure Management, Azure Backup, Disaster Recovery, Azure Key Vault
• Applications & Data: Angular, .NET / .NET Core, SQL Server, Azure SQL, Cosmos DB
• Operations & Service Management: ITIL, AIOps platforms, AI-powered operations tools, ServiceNow (SNOW)
• Delivery & Automation: CI/CD, deployment engineering, monitoring, alerting, automation frameworks

Qualifications

• 12+ years in Managed Services, Cloud Operations, or Application Support, with 5+ years in senior leadership roles.
• Proven experience running 24x7 global operations with strict SLA commitments.
• Strong expertise in ITIL, AIOps, and enterprise cloud operations.
• Ability to operate in high-pressure, fast-paced environments while driving innovation.
• Executive-level communication and stakeholder management skills.

Success Measures

• Consistent SLA attainment and improved platform reliability
• Reduced incidents and MTTR through AIOps and automation
• Seamless, resilient deployments and recoveries

A modern Managed Services organization recognized for innovation and operational excellence