Production Support Manager

Production Support Manager - Kolkata, Mumbai, Delhi NCR

Bottomline is seeking a skilled Production Support Manager to lead our technical operations. This permanent role involves providing strong technical leadership and operational guidance to the Production Support Engineering team. You will be instrumental in troubleshooting complex production issues across both on-premise and hosted environments, requiring hands-on involvement.

Key Responsibilities:

• Mentor and coach team members to ensure efficient issue resolution and high service quality.
• Collaborate closely with Customer Success, Services, Product Management, Engineering, and Delivery teams to address customer and operational challenges effectively.
• Proactively identify opportunities to enhance customer satisfaction, system resiliency, and overall operational efficiency.
• Analyze case trends to pinpoint areas for improvement in quality, monitoring, and proactive support strategies.
• Actively manage and track Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure performance benchmarks are consistently met or exceeded.
• Develop, maintain, and enforce standard operating procedures and comprehensive training documentation.
• Lead remote and local debugging efforts for multiple applications, leveraging standard tools and established architectural knowledge.
• Coordinate effectively with L3 teams on incidents, defects, and critical escalations.
• Oversee the development and ongoing maintenance of SQL-based and script-based monitoring solutions.
• Manage after-hours support for high-severity production issues, ensuring business continuity.
• Ensure team adherence to organizational processes, best practices, and Objectives and Key Results (OKRs).

This role offers a competitive salary range of INR 800,000 to 1,200,000 per annum and requires 2 to 5 years of relevant experience. If you are passionate about driving operational excellence and leading a high-performing support team in India's vibrant tech landscape, we encourage you to apply.