Join our dynamic Enterprise Technology & Performance team, dedicated to building, operating, and optimizing resilient cloud-native platforms. We are seeking a seasoned Lead Production Incident Manager to spearhead enterprise production operations, incident management, and cloud infrastructure reliability within extensive AWS environments. The ideal candidate will bring a wealth of experience in production support, Site Reliability Engineering (SRE), cloud technologies, and ITIL-based service management, with a preference for experience in Banking & Financial Services, specifically in Cards & Payments and Mobile Applications. Enterprise technology is pivotal for driving functional excellence, fostering innovation, and ensuring long-term growth.

Lead enterprise-wide Incident, Problem, and Change Management, adhering to ITIL best practices. You will own the complete lifecycle of production incidents (P1–P4), ensuring swift identification, escalation, communication, resolution, and closure. Drive service recovery, Root Cause Analysis (RCA), Post Incident Reviews (PIR), and Corrective & Preventive Actions (CAPA) to enhance service reliability and minimize Mean Time To Recover (MTTR).

Oversee 24x7 production support operations, managing L2/L3 application and infrastructure support across Linux environments. This includes managing production deployments, release management, infrastructure operations, and SRE initiatives. You will also manage Disaster Recovery (DR), High Availability (HA) architecture, and Active-Active/Active-Passive failover strategies.

Champion automation, cloud infrastructure optimization, capacity planning, and operational excellence using AWS, Kubernetes, Docker, and CI/CD pipelines. Monitor and refine production environments with observability tools like Grafana, Kibana, ELK, Splunk, CloudWatch, Prometheus, Nagios, Zenduty, and Site24x7. Support REST API-based applications, troubleshoot production issues using SQL, and collaborate with engineering teams for resilient, secure production environments. Lead and mentor SRE and Production Support teams to consistently meet SLA, SLO, KPI, and customer satisfaction targets.

A Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field is required. We are looking for 10–15 years of overall IT experience, with a minimum of 8 years dedicated to Enterprise Production Support, Incident Management, Cloud Infrastructure, and Site Reliability Engineering (SRE).

Proven expertise in Incident, Problem, and Change Management (ITIL), Major Incident Management, Service Recovery, Root Cause Analysis (RCA), and Production Operations is essential. Experience leading 24x7 production support teams and managing L2/L3 application and infrastructure support in Linux environments is crucial. Strong knowledge of AWS services (EC2, S3, RDS, Lambda, VPC, IAM, DynamoDB, CloudWatch) and secure cloud architecture is necessary.

Hands-on experience with Docker, Kubernetes, Jenkins, CI/CD pipelines, Infrastructure as Code (Terraform, AWS CloudFormation, Ansible), and automation using Python or Bash is expected. A solid understanding of Linux administration, networking, load balancing, SQL/NoSQL databases, REST APIs, and cloud security best practices is vital. Familiarity with monitoring and observability tools such as Grafana, Kibana, ELK Stack, Splunk, CloudWatch, Prometheus, Nagios, Zenduty, and Site24x7 is required.

Demonstrated ability to drive SLA/SLO/KPI compliance, reduce MTTR, enhance service reliability, and implement automation and continuous improvement initiatives is key. Excellent leadership, stakeholder management, client communication, analytical, and problem-solving skills are needed to coordinate cross-functional teams during critical incidents. While an ITIL Foundation Certification and AWS Certified Solutions Architect – Associate or Professional certification are highly preferred, they are not mandatory.