Role description
Project Manager - Application Production Support (Enterprise Microservices) Job Title Project Manager - Application Production Support (Enterprise Microservices) Role Overview We are seeking an experienced Delivery Manager to lead endtoend production support delivery for enterprise-scale, microservices-based applications operating in a 24x7 global support model. This role is accountable for service stability, incident performance, SLA adherence, stakeholder satisfaction, and continuous operational improvement across real-time and batch processing systems. The ideal candidate brings strong leadership in application production support, deep understanding of modern cloud-native architectures, and proven expertise in managing high-performing support teams. Key Responsibilities Service Delivery & Operations
- Own end-to-end delivery of L1/L2/L3 production support services for enterprise microservices applications
- Ensure adherence to SLAs, SLOs, and KPIs across incident, problem, and change management
- Oversee 24x7 global support operations, including shift coverage and on-call rotations
- Ensure application stability during high-volume and peak transaction periods
Incident & Problem Management
- Provide executive oversight for Major Incidents (P1/P2) and ensure effective escalation management
- Review incident trends, root causes, and corrective/preventive actions
- Drive problem management discipline to eliminate repeat incidents
Stakeholder & Governance Management
- Act as the primary point of contact for business stakeholders, product owners, and engineering teams
- Lead service reviews, operational governance calls, and management reporting
- Communicate service risks, improvements, and operational health clearly at senior leadership levels
Continuous Improvement & Automation
- Drive operational excellence initiatives including automation, observability improvements, and tooling enhancements
- Partner with engineering and DevOps teams to improve resiliency, monitoring, and deployment processes
- Promote adoption of best practices in SRE, ITIL, and DevOps
Team Leadership
- Lead, mentor, and develop support teams across geographies
- Foster a culture of ownership, accountability, and continuous learning
- Support workforce planning, skill development, and performance management
Required Skills & Experience
- 8-12 years of experience in Application Production Support, with 3+ years in a Delivery or Service Management role
- Strong understanding of microservices architecture and distributed systems
- Hands-on working knowledge of:
- Splunk (log analysis, incident diagnostics)
- Grafana / enterprise monitoring tools
- Unix/Linux environments and batch processing
- Cassandra or NoSQL databases
- AWS cloud services (EC2, CloudWatch, etc.)
- Kubernetes (K8s) and container platforms
- Proven ability to manage large-scale, business-critical support engagements
- Experience working in ITIL-aligned service delivery models
Preferred Qualifications
- Experience supporting high-availability, revenue-impacting platforms
- Exposure to DevOps, SRE, and CI/CD practices
- ITIL, Agile, or PMP certifications (preferred)
- Experience driving automation and observability strategies
Key Competencies
- Strong leadership and decision-making skills
- Excellent communication and executive stakeholder management
- Data-driven mindset with strong analytical capability
- Ability to operate effectively under pressure in 24x7 environments
Skills
delivery management,project management,l1/l2/l3 production support services,incident management,splunk,devops,grafana,
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UST
Apr 23, 2026