Vice President, Production Services Application Support
On-siteChennai, Tamil Nadu, India
Job Summary
Own end-to-end support for mission-critical applications, ensuring high availability, stability, and timely incident resolution across payments, batch, and messaging platforms. Lead complex technical triage across application, database, middleware, and infrastructure layers to restore service quickly. Drive incident and problem management, root cause analysis, and permanent fix follow-up for high-impact production issues. Monitor application health using Splunk, Grafana, AppDynamics, and Moogsoft while executing deployments via GitLab/CI/CD and automating tasks with Ansible. Partner with development, DBA, and operations teams to resolve issues and maintain support documentation, runbooks, and escalation guides. Participate in production readiness reviews, resiliency testing, and disaster recovery exercises. Collaborate with global teams to deliver clear updates during incidents and leverage AI tools to elevate documentation and team productivity.
Required Qualifications
- Bachelor's or higher degree in computer science, engineering, or a related discipline, or equivalent work experience
- 10+ years of proven experience in production support, application support, or technology operations
- Demonstrated success supporting enterprise-scale, mission-critical applications in complex production environments
- Knowledge of payments domain flows, transaction processing, and production issue analysis
- Hands-on Oracle SQL experience for querying, troubleshooting, data validation, and issue investigation
- Strong UNIX/Linux skills, including log analysis, file system checks, process monitoring, and command-line troubleshooting
- Hands-on experience with Ansible for automation and operational task execution
- Knowledge of AppEngine and application runtime support
- Experience with GitLab and CI/CD pipelines for deployment, release, and validation activities
- Experience with Control-M or similar enterprise batch scheduling tools
- Experience with Splunk, Grafana/Optics, AppDynamics, Moogsoft, and related observability platforms
- Experience using ServiceNow for ITSM, including incident, problem, change, and service request management
- Proficiency in messaging technologies such as MQ and Kafka
- Exposure to AI-enabled productivity tools such as Microsoft Copilot
- Strong understanding of incident, problem, and change management, production readiness, and operational risk controls
- Ability to analyze logs, alerts, batch failures, messaging issues, transaction breaks, infrastructure events, and application errors to identify root cause and remediation
- Excellent communication and stakeholder management skills, with the ability to translate technical issues into clear updates for technology, operations, business, and leadership stakeholders
- Ability to stay composed under pressure, take ownership during critical incidents, and drive issues to closure with urgency and accountability
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