Unit Manager - Digital Platforms & Consumer Technology

Duties and Responsibilities

• Proactively monitor Mobile & Web applications, critical customer journeys, APIs, application health, performance and availability across Production and other relevant environments.
• Identify functional, technical, performance and integration-related issues through application monitoring, logs, dashboards, alerts and transaction-level analysis.
• Create, classify, prioritize and track bugs/incidents based on severity, customer impact and business criticality.
• Coordinate with Engineering, QA, PO, DevOps, API, Infrastructure and vendor teams for timely investigation and resolution of identified issues.
• Drive end-to-end issue lifecycle management from identification - logging - tracking - resolution - retesting - closure within defined SLA/TAT.
• Conduct and document Root Cause Analysis (RCA) for critical, recurring and customer-impacting incidents and track corrective/preventive actions.
• Perform post-deployment and post-fix validation of critical Mobile & Web journeys to ensure application stability and prevent recurrence.
• Maintain operational dashboards and periodic reports covering application health, incidents, ageing, SLA adherence, recurring issues and RCA status.

Key Decisions / Dimensions

• Determine the severity, priority and customer/business impact of identified incidents and bugs.
• Decide whether an issue requires immediate escalation based on application impact, transaction failure and customer reach.
• Determine the appropriate technical/business teams to be engaged for investigation and resolution.
• Decide the level of monitoring and validation required for critical journeys and post-production deployments.
• Recommend temporary workarounds or operational actions to minimize customer impact until permanent resolution.
• Determine whether an incident requires detailed RCA and corrective/preventive action based on severity and recurrence.
• Recommend additional alerts, dashboards, validations or monitoring mechanisms based on identified production trends.
• Recommend closure of incidents after confirming resolution, successful retesting and required stakeholder validation.

Major Challenges

• Identifying customer-impacting issues proactively before they result in significant business or transaction impact.
• Monitoring multiple Mobile & Web journeys, APIs and dependent systems with complex inter-system integrations.
• Diagnosing issues where the root cause may reside across frontend, backend, API, infrastructure or third-party systems.
• Managing multiple high-priority incidents simultaneously while ensuring adherence to defined SLA/TAT.
• Distinguishing genuine application defects from environment, network, configuration, data or third-party dependency issues.
• Driving timely resolution across multiple technology and business teams with different priorities and dependencies.
• Ensuring adequate retesting and validation before closure to avoid premature closure or recurrence of incidents.
• Identifying recurring patterns and converting incident learnings into preventive monitoring and process improvements.

Required Qualifications and Experience a) Qualifications

• Should have 4-6 years of mobile/digital domain experience
• Prior & relevant experience in Mobile Apps domain across multiple operating systems

b) Work Experience

• Should have 3-5 years of mobile/digital domain experience

c) Skills Keywords

• Mobile & Web Application Monitoring
• Application Performance Monitoring (APM)
• Production Monitoring & Support
• Incident & Problem Management
• Bug Identification & Tracking
• Root Cause Analysis (RCA)
• SLA / TAT Management
• API Monitoring & Troubleshooting
• Log Analysis & Debugging