Lead Senior Production Support / Operations Engineer

Job Title: Lead Senior Production Support / Operations Engineer

Education: Any Graduate

Experience: 8+years

Job Location: Mumbai

Role Summary

We are seeking a highly Senior Production Support / Operations Engineer to represent and operationally support our in-house monitoring and observability platform across enterprise database environments.

This role acts as the critical operational bridge between:

• The in-house monitoring product development and QE team(s),
• Internal ITSM/ticketing teams using ServiceNow,
• Multiple enterprise DBA organizations across:
  • Oracle Database
  • Open-source database platforms (MySQL, PostgreSQL, MongoDB, Cassandra, etc.)
  • Microsoft SQL Server

The ideal candidate combines strong operational troubleshooting skills, production support leadership, monitoring expertise, incident coordination capabilities, and excellent cross-team collaboration skills in large-scale enterprise environments.

This is a senior leadership position: the candidate must bring substantial experience leading Production Support Engineers, combined with exceptional communication skills for direct, confident engagement with customers and senior stakeholders of in-house management.

Key Responsibilities

Production Operations & Monitoring Support

• Provide operational ownership and production support for the in-house enterprise monitoring platform.
• Monitor health, performance, alerting quality, and operational stability of monitoring services.
• Analyze monitoring gaps, false positives, missed alerts, and operational inefficiencies.
• Ensure monitoring coverage across Oracle, Open-source, and SQL Server database environments.

Incident & Escalation Management

• Act as the operational point-of-contact during production incidents involving monitoring failures, alerting gaps, or infrastructure issues.
• Coordinate incident triage across:
  • DBA teams,
  • Monitoring development teams,
  • Infrastructure teams,
  • Service management teams.
• Drive bridge calls and ensure effective stakeholder communication during critical outages.
• Perform root cause analysis (RCA) and post-incident operational reviews.

ServiceNow & Ticket Workflow Coordination

• Work with ServiceNow for:
  • Operational escalations,
  • Service requests.
• Review ticket quality and ensure operational accuracy of issue classification and routing.
• Improve ticket workflows between DBA teams and monitoring platform support teams.
• Collaborate with internal support organizations to streamline escalation processes.

Cross-Functional DBA Collaboration

• Collaborate closely with enterprise DBA teams supporting:
  • Oracle Database
  • MySQL
  • PostgreSQL
  • MongoDB
  • Apache Cassandra
  • Microsoft SQL Server
  • Cloud services (AWS, AZURE, GCP)
• Understand operational monitoring requirements specific to each database technology.
• Work with DBAs to validate alert thresholds, event correlation, and monitoring accuracy.
• Serve as the operational liaison between DBAs and monitoring team developers and QE.

Operational Excellence & Reliability Engineering

• Identify recurring operational pain points and recommend automation opportunities.
• Improve alert quality, event correlation, and monitoring reliability.
• Participate in operational readiness reviews for new monitoring features.
• Help define operational standards, playbooks, and escalation procedures.

Monitoring & Observability Engineering

• Support enterprise observability initiatives involving:
  • Metrics,
  • Events,
  • Alerting,
  • Dashboards,
  • Health monitoring,
  • Incident correlation.
• Work with both commercial and in-house monitoring systems.
• Analyse operational telemetry to identify systemic reliability concerns.

DevOps & CI/CD Enablement

• Collaborate with engineering teams to improve CI/CD pipelines.
• Implement deployment strategies (blue-green, canary, rolling updates).
• Advocate for reliability-focused design patterns.

Security & Compliance

• Ensure infrastructure adheres to security standards and compliance requirements.
• Participate in vulnerability assessments and remediation.

Required Technical Skills

• Strong production support and operations experience in enterprise environments.
• Substantial experience leading Production Support Engineers, in a senior/lead or team-management capacity.
• Strong experience with cloud platforms (AWS, Azure, and GCP).
• Substantial, practical hands-on experience with both Windows and Linux operating systems, and sound working familiarity with Databricks and Microsoft Fabric for analytics workloads.
• Expertise in monitoring & observability tools (e.g., Prometheus, Grafana, Datadog, or in-house tools).
• Working knowledge of:
  • ServiceNow
  • Incident workflows,
  • Escalation management,
  • Operational support models.
• Exposure to database technologies including:
  • Oracle Database
  • Microsoft SQL Server
  • MySQL
  • PostgreSQL
  • NoSQL ecosystems preferred.
• Strong understanding of:
  • Windows and Linux systems,
  • Infrastructure monitoring,
  • Alerting concepts,
  • Production operations.
• Experience supporting 24x7 enterprise production environments.

Preferred Qualifications

• Experience working with in-house monitoring or observability product teams.
• Familiarity with SRE/DevOps operational practices.
• Exposure to enterprise event management systems.
• Knowledge of automation/scripting (Python, Shell, PowerShell).
• Experience handling high-severity production incidents.

Critical Non-Technical Skills

An ideal candidate must demonstrate:

Operational Intuition

• Ability to detect operational anomalies early.
• Strong troubleshooting instinct and pattern recognition.

Fearless Communication

• Ability to speak confidently during incidents and escalations.
• Comfortable engaging customers and senior stakeholders of in-house management, along with multiple technical teams.
• Exceptional written and verbal communication skills, able to present operational status and risk directly to customers and senior leadership with clarity and confidence.

Cross-Team Collaboration

• Ability to coordinate effectively across DBA teams, support organizations, and development groups.

Calmness Under Pressure

• Structured decision-making during high-severity incidents.

Ownership Mindset

• Drives issues to closure rather than relying solely on assigned ownership boundaries.

Investigative Curiosity

• Continuously analyses why operational failures occur and how they can be prevented.
• Substantial track record leading, mentoring, and developing Production Support Engineers.
• Sets the standard for operational excellence and coaches junior/mid-level engineers toward it.
• Acts as an escalation point and mentor for less experienced engineers during high-severity incidents.
• Team Leadership & Mentorship

Preferred Qualifications

• Relevant Certifications in cloud platforms (AWS/Azure/GCP).
• Familiarity with SRE/DevOps operational practices.
• Familiarity with Databricks and Fabric domain.
• Exposure to enterprise event management systems.
• Knowledge of automation/scripting (Python, Shell, PowerShell).