Manager - Platforms
Job Purpose:
Responsible for providing Production Support for Digital Platforms (EDMS/BAW and Digital Workers).
Key Result Areas:
Production Support Ownership
- Take end‑to‑end ownership of the Velocity (Microservices) and EDMS application’s production support, ensuring system stability, uptime, and reliability.
- Lead and monitor system health proactively, identify recurring issues, and drive permanent fixes in collaboration with technical teams.
- Ensure timely response and resolution of incidents, service requests, and operational issues within agreed SLAs.
Issue Analysis, Troubleshooting & Root Cause Management
- Perform detailed analysis of incidents and problems, identify root causes, and implement preventive actions to avoid recurrence.
- Coordinate with development, infrastructure, and vendor teams to ensure effective resolution of complex technical issues.
- Maintain accurate documentation of incidents, RCA reports, and knowledge articles to support continuous improvement.
Stakeholder Coordination & Communication
- Lead and collaborate closely with business users, product owners, and technology teams to understand issues, communicate updates, and manage expectations.
- Ensure clear, concise, and timely communication regarding incident status, risks, and impact.
- Provide leadership and build strong working relationships with internal teams and external vendors to support smooth issue resolution.
Compliance, Risk & Audit Adherence
- Ensure all production support activities comply with regulatory controls, audit requirements, and internal risk guidelines.
- Lead and maintain operational discipline by following defined PMO, QMS, and architecture standards.
- Identify risks related to data security, application stability, and system availability, and ensure appropriate mitigation steps.
Operational Excellence & Continuous Improvement
- Identify opportunities to streamline support processes, reduce manual effort, and improve turnaround times.
- Lead team to contribute to automation initiatives, monitoring enhancements, and process improvements.
- Track platform performance, incident trends, and recurring issues, and propose corrective actions to enhance system performance.
Requirements Validation & Support for Enhancements
- Support requirement gathering for fixes, enhancements, and regulatory changes by providing production insights and validating feasibility.
- Provide consultation, leadership and assist project teams by verifying functional correctness, solution completeness, and alignment with business needs before deployment.
- Participate in UAT, release validation, and change readiness activities to ensure smooth production deployment.
Technology Best Practices & Quality Assurance
- Adhere to Agile and modern engineering practices while supporting continuous delivery and deployment cycles.
- Maintain high-quality documentation, including SOPs, support guides, workflow diagrams, and configuration details.
- Ensure adherence to best practices in monitoring, alerting, logging, and operational reliability.
Vendor & External Partner Collaboration
- Work with vendor teams to ensure timely delivery of fixes, updates, and support escalations.
- Review vendor performance and ensure value delivery aligned with SLA and platform requirements.
Knowledge, Skills, and Experience:
Experience
- 5 to 8 years of hands-on experience in Application Production Support for applications developed in Java microservices and ReactJS and related technologies.
- Exposure to BAU (Business-As-Usual) support activities with strong focus on system stability, issue resolution, and stakeholder coordination.
- Experience working in shift-based or on-call support models to ensure sla adherence.
Technical Knowledge & Skills
- Good understanding of Microservices developed on Java Spring boot and ReactJS technology and run using Kubernetes
- Knowledge of identifying and raising alerts on application risks, failures, and performance anomalies.
- Ability to coordinate and support patching cycles, vulnerability remediation, and environment maintenance.
- Capable of performing volume-metric analysis to assess application performance, capacity utilization, and system scalability.
- Familiarity with incident, problem, and change management processes within production environments.
Communication & Collaboration
- Reasonable proficiency in English communication, both verbal and written, to coordinate effectively with business users and technical teams.
- Ability to engage with business users during BAU activities, clarifying issues, gathering inputs, and supporting daily operations.
Additional Skills
- Basic team coordination skills to guide junior members or colleagues during support cycles.
- Strong sense of responsibility, ownership, and responsiveness in handling production support duties.
- Ability to raise timely alerts and provide clear communication on risks, performance gaps, or potential disruptions.