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About the role
Job Purpose Lead the L1/L2/L3 support team responsible for non-core application stability, availability, EOD/BOD batch operations, DR readiness, and database/application monitoring. Ensure 99%+ uptime, timely incident resolution, proactive monitoring, and strong collaboration with Engineering, DevOps, Infra, and Business teams. Strengthen platform reliability through preventive fixes, automation, governance, and continuous improvement. Key Result Areas Supporting Actions Application Uptime & Reliability Maintain 99% uptime for non-core applications Daily health checks, proactive alerting Zero unplanned outages Batch (EOD/BOD) & Scheduler Management 98% successful EOD/BOD jobs Publish job status reports Reduce batch failures by 20% YoY Incident & Problem Management 95% incidents resolved within SLA MTTR reduction by 20% Zero repeat incidents through preventive actions DR / BCP Readiness 100% DR drill success Errorfree switchover/fallback DR documentation updated quarterly API/Gateway Performance API gateway success rate >98% Monitor latency, timeouts, circuit breaker events Ensure certificate renewal before expiry Team Leadership & Stakeholder Management Daily task allocation & monitoring Weekly RCA reviews, training & capability building Positive stakeholder satisfaction (4.3/5) Release Readiness & Change Governance 100% pre/postdeployment validations Change success rate 98% CAB / documentation compliance
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