Job Title

Job Title:Head of Application and Production Support Location:Bangalore or Hyderabad (Work from Office) Experience: 15+ Years into IT/ITESAbout ARAs Client ARA's client is a leading third-party administrator and technology service provider to individual and group insurers across North America. Backed by seasoned investors and industry experts, the company combines deep insurance domain expertise with innovative technology to support the digital transformation of insurers. With a strong presence in the long-term care, life, health, and annuity markets, ARA's client is committed to delivering exceptional service and driving growth for its partners.Role Summary We are seeking a dynamic and experienced professional to lead our Production Management function. This role will oversee application engineering, production support, and incident/problem management, while ensuring smooth operations across business-critical applications. The ideal candidate should have strong technical expertise, strategic thinking, solutioning capability, and a collaborative approach to work with cross-functional teams and global stakeholders.Key Responsibilities End-to-End Production Ownership:Manage enterprise production environments to ensure stability, performance, and scale. Application Engineering Oversight:Partner with engineering teams to automate, tune, and optimize systems, leveraging SRE and DevOps principles. Production Support & Incident Management:Lead 24×7 L2/L3 support, define and track SLAs, drive high‑quality RCA, and minimise disruption. Technical Leadership & Solutioning:Architect improvements in monitoring, alerting, and CI/CD toolchains; evaluate and implement new tools. Stakeholder Management:Be the central liaison for production issues among internal teams, clients, and external partners. Cross‑Functional Collaboration:Ensure production readiness through collaboration with product, infra, QA, security, and compliance teams. Risk & Compliance:Maintain compliance with audit, security, and regulatory standards (e.g. ISO 27001, PCI‑DSS, GDPR). Team Leadership:Build and mentor a high‑performing team of engineers and analysts; foster agility and learning culture.Skills Required: Deep expertise in ITIL framework, DevOps, and SRE best practices Experience with monitoring and APM tools such as Splunk, AppDynamics, Dynatrace Hands‑on exposure to cloud platforms (AWS, Azure, or hybrid environments) Strong command over CI/CD automation and performance optimization Excellent stakeholder engagement and communication skillsQualification & Experience:Bachelor's or Master's in Computer Science, Engineering, or related field 15+ years in IT/ITES, including 5 years leading production/application operations supporting large scale, business‑critical systems