Required Skills & Experience

• 10–15 years of IT experience, primarily in Production Support and Service Management.
• Proven experience leading offshore production support teams.
• Hands-on experience supporting enterprise web applications in production environments.
• Strong expertise in Incident Management and Major Incident leadership.
• Solid understanding of ITIL practices, Problem Management, Change Management, SLA governance, RCA, and MTTR.
• Excellent stakeholder management, communication, escalation handling, and service reporting skills.