Location
Dubai (Onsite), United Arab Emirates
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About
We are seeking a highly experienced Senior Production Lead with over 15 years of hands-on experience in managing production support for high-volume, customer-facing applications within the banking and financial services domain. This role is accountable for the end-to-end management of production incidents, service requests, and escalations, ensuring timely resolution, effective communication, and minimal business impact. The Senior Production Lead will oversee a team of production support engineers and analysts, driving operational excellence through incident management, root cause analysis, automation, and continuous improvement.
Job Description
Must have Skills: Incident management, Java (Expert), Cloud, Production Support, Stakeholder & Vendor Management
Knowledge & Experience:
- Own and manage end-to-end production support for digital applications, ensuring timely resolution of incidents and service requests.
- Lead the production support team, assigning tickets, overseeing issue analysis, and coordinating fixes and deployments.
- Ensure production go-live handoffs are seamless, with proper documentation, readiness checks, and support coverage.
Incident & Problem Management
- Act as the primary escalation point for major incidents, SLA breaches, and recurring issues.
- Lead incident triage, root cause analysis (RCA), and post-incident reviews to drive long-term resolution.
- Maintain clear and timely communication with IT management, business users, and stakeholders during incidents.
Monitoring & Health Checks
- Proactively monitor applications to pre-empt issues, minimize downtime, and ensure performance against SLAs.
- Implement and maintain health check routines, dashboards, and alerting mechanisms for critical systems.
Automation & SOP Development
- Identify and automate manual, repetitive tasks to improve operational efficiency.
- Develop and maintain Standard Operating Procedures (SOPs) for production support activities and incident handling.
Technical Troubleshooting & Consultation
- Provide hands-on troubleshooting for Java backend systems, web and mobile technologies, and various frameworks.
- Understand and resolve issues related to certificate exchanges, API integrations, cloud infrastructure, and system dependencies.
- Offer technical consultation to support teams and contribute to solution design reviews when needed.
Cloud & Infrastructure Coordination
- Leverage hands-on experience with Azure (primary) and AWS (secondary) cloud platforms for troubleshooting and deployment support.
- Coordinate with network, firewall, SecOps, and infrastructure teams to resolve cross-domain issues.
Stakeholder & Vendor Management
- Maintain strong relationships with business users, IT teams, and external vendors, ensuring alignment and timely resolution.
- Review vendor fixes and designs, and coordinate production deployments with third-party teams.
Communication & Reporting
- Own communication for major incidents, including status updates, impact assessments, and resolution timelines.
- Prepare and deliver incident reports, RCA documentation, and performance dashboards to senior stakeholders.
Team Leadership & Mentorship
- Mentor and coach production leads and support engineers, fostering a culture of ownership and continuous improvement.
- Ensure team members are equipped with the right tools, knowledge, and support to handle production issues effectively.
Cross-Functional Collaboration
- Work closely with application development teams, infrastructure teams, and business units to ensure smooth operations and issue resolution.
- Participate in project planning and go-live readiness to ensure production support requirements are met.
Compliance & Policy Adherence
- Ensure all production support activities conform to IT and bank policies, procedures, and security standards.
- Support Business Resumption Plan (BRP) testing and other compliance-related activities as required.
Operational Continuity & Coverage
- Provide coverage during team absences, and be prepared for temporary reassignment or promotion in case of business necessity.
- Strive to understand peer and superior roles to ensure continuity of operations during emergencies or transitions.
Skills
- Strong troubleshooting skills in Java backend systems
- Understanding of web and mobile technologies and various frameworks
- Hands-on experience with Azure Cloud (primary) and AWS Cloud (secondary)
- Knowledge of certificate management, including exchange and renewal processes
- Familiarity with API integrations, system interfaces, and backend services
- Ability to analyze and resolve complex production issues across distributed systems
Qualifications
The ideal candidate will be a problem solver and strategic thinker, capable of challenging build teams and architects, coordinating across multiple technical domains (network, security, firewall, application teams), and ensuring seamless production handoffs during go-lives. A deep understanding of certificates, integrations, system dependencies, and cross-functional collaboration is essential.
