Production Operations Lead

📋 Description

• Lead ops for production API gateway: monitoring, incident response, triage, and continuity.
• Log and track incidents/requests in ITSM tools (ServiceNow or equivalent).
• Support P1/P2 responses, escalation, restoration tracking, and RCA.
• Coordinate with gateway engineers, security, infra, network, CI/CD, and DB teams.
• Track patches, vulnerability remediation, cert updates, backups, DR tests, and readiness.
• Maintain runbooks, incident playbooks, dashboards, SLA metrics, and reports.

🎯 Requirements

• 7+ years in IT operations, production support, SRE, or related roles.
• 4+ years supporting production systems with incident, change, and release management.
• Experience supporting 24x7 or mission-critical production environments with SLAs.
• Hands-on experience with ServiceNow or ITSM tools.
• Experience with incident triage, RCA, and operational reporting.
• Familiarity with API gateways, middleware, or integration platforms.

🎁 Benefits

• Benefits include training and career development.
• Flexible work schedules and generous compensation.
• Supportive, inclusive work environment.
• Makpar is an Equal Opportunity Employer.