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Production Support Manager
They provide both wholesale and retail funding. PM1
Production Support Manager
They provide both wholesale and retail funding. PM1's logo

Production Support Manager

at They provide both wholesale and retail funding. PM1

Agency job
10 - 12 yrs
₹35L - ₹40L / yr
Bengaluru (Bangalore)
Skills
Production support
SLA
MTTR

Manages the overall support team by leading and guiding them to handle support issue resolution within defined timelines to ensure continuous business operations


Key responsibilities

  • Defines and owns the end to end production support process for our applications
  • Takes accountability for issue resolution within defined SLAs
  • Obsesses about system quality and customer experience
  • Establishes a culture of doing detailed RCAs to get to the bottom of every issue
  • Partners with development teams (internal and external) to prioritize issues
  • Partners with infrastructure team for infra planning based on projected production load
  • Tracks issues through to closure with development teams and customers Internal Use--Confidential
  • Takes actions to prevent issues from recurring
  • Earns trust of the users dependent on production support
  • Maintains knowledge bases for issue management
  • Communicates with organizational leadership on issues, statuses, and performance against KPIs
  • Hires and operates a high–performing team

KPIs

  • # of reported issues
  • # of open issues
  • MTTR
  • SLA compliance
  • % of incident reduction based on permanent fixes/automation/utilities
  • Customer satisfaction score
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Shubham Vishwakarma's profile image

Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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Shubham Vishwakarma

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