Production Support Manager

Role Expectation 24x7 Operations & Service Stability Own end-to-end production support for MFT platforms (e.g., IBM Sterling B2B Integrator, IBM Sterling Connect:Direct etc.) Ensure high availability, SLA adherence, and system resilience through data-led operational governance (availability, incident trends, MTTR, backlog health) Manage global shift model with clear handovers Team Leadership & People Management Lead, mentor, and develop a high-performing 24x7 global team Manage hiring, performance reviews, and career development using objective performance indicators (quality, responsiveness, knowledge contribution, automation adoption) Ensure team readiness via training, SOPs, and runbooks with competency tracking and continuous feedback loops Incident & Problem Management Lead resolution of P1/P2 incidents, ensuring minimal business impact Drive RCA (Root Cause Analysis) and permanent fixes Reduce repeat incidents through problem management and automation Change & Release Management Govern production changes aligned with ITIL practices Ensure risk assessment, testing validation, and rollback readiness using evidence-based risk scoring (change failure rate, historical defect patterns, service criticality) Represent MFT in Change Advisory Board and ensure safe deployments Stakeholder & Business Engagement Act as primary contact for business, partners, and vendors Provide status updates, incident communications, and service reporting with clear KPIs and trend insights Build strong relationships with upstream/downstream application teams, using data to align priorities and drive decisions Monitoring & Automation Leverage tools like Splunk, AppDynamics, ThousandEyes Promote proactive monitoring, alert tuning, and auto-remediation Drive self-healing capabilities and reduce manual effort, tracking automation coverage and hours saved Capacity & Performance Management Monitor file transfer volumes, throughput, and system capacity Plan scaling strategies for peak loads and business growth Continuous Improvement & Transformation Incident reduction Shift-left (knowledge, automation) Process optimization Introduce AI/automation for predictive issue detection, validated via precision/recall, reduction in P1/P2s, and early-warning effectiveness Skills Required Essential 12+ years of experience in production support, with 5+ years in leading production support team (including people management) Strategic thinking / planning and ensuring alignment with organizational objectives. Ability to drive process improvements and innovation. Able to work with high level of autonomy, make decisions independently and provide direction to the function. Strong leadership and team management skills (including people / performance management) with a proven track record of leading high-performing geographically dispersed teams. Conduct root cause analysis for major incidents and ensure follow-up actions are completed and define processes to prevent recurring issues. Strong knowledge of ITSM (Incident, Problem & Change) processes and tools. Strong written and verbal communication skills in English with the ability to translate complex technical information into an engaging and understandable format for customers and business leaders. Data-driven decision-making capability: Able to use operational metrics, service telemetry, and trend analysis to prioritise work, assess risk, measure outcomes, and drive continuous improvement (e.g., SLA/OLA performance, MTTR, incident recurrence, change failure rate, capacity trends) A strong level of IT literacy, including a broad knowledge of IT infrastructure (operating systems, databases, networking, security). Desirable Understanding of MFT Products like IBM Sterling B2B Integrator / Sterling File Gateway, IBM Sterling Connect:Direct etc. Good knowledge of file transfer protocols (SFTP, FTPS, AS2, etc.) and encryption standards (PGP, TLS) and awareness of Databases, Networks etc. Experience building and using service dashboards/analytics (e.g., Splunk dashboards, KPI packs, operational scorecards) to support stakeholder reporting and decision-making Certified ITIL Foundation or higher. Experience in banking/financial services or large enterprise environments #J-18808-Ljbffr Purview Services