Director - Production Services & Engineering

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Experience: 14+ yrs

Location: Pune

We are seeking an experienced Director – Production Services & Engineering to lead enterprise production operations, Site Reliability Engineering (SRE), service delivery, and engineering excellence. This leadership role focuses on building resilient technology platforms, improving service availability, strengthening operational controls, and driving automation across production environments.

The ideal candidate will bring extensive experience in SRE, Production Services, Observability, L1/L2 Support, Automation, and IT Service Management (ITSM). You will combine strategic leadership with strong technical understanding to improve system reliability, optimise incident response, and establish scalable operational practices across business-critical applications and infrastructure.

Key Responsibilities

• Define and execute the strategy for Production Services, SRE, and engineering-led operations across critical technology platforms.
• Lead L1/L2 support operations, ensuring effective incident triage, escalation, troubleshooting, and service restoration.
• Establish and monitor service-level agreements (SLAs), service-level objectives (SLOs), availability targets, and operational performance metrics.
• Drive automation of repetitive operational tasks, incident remediation, deployments, and service management workflows.
• Implement robust observability practices using logs, metrics, traces, dashboards, alerts, and service health indicators.
• Lead major incident management, root-cause analysis, problem management, and preventive action tracking.
• Strengthen ITSM processes covering incident, problem, change, configuration, and service request management.
• Improve operational resilience, capacity planning, performance optimisation, and disaster recovery readiness.
• Collaborate with engineering teams to improve production readiness, release reliability, and system maintainability.
• Establish standard operating procedures, runbooks, knowledge management practices, and escalation frameworks.
• Identify opportunities to reduce alert noise, eliminate recurring incidents, and improve mean time to detect (MTTD) and mean time to recover (MTTR).
• Manage operational risks, service reviews, vendor performance, and stakeholder reporting.
• Mentor engineering and operations leaders while fostering accountability, technical excellence, and continuous improvement.

What Makes You a Great Fit

• 14+ years of experience in production engineering, infrastructure operations, SRE, or enterprise technology services, including senior leadership responsibilities.
• Strong expertise in Production Services, SRE principles, L1/L2 support, automation, observability, and ITSM.
• Proven experience leading large-scale production environments and business-critical services.
• Strong understanding of incident, problem, change, and service-level management practices.
• Hands-on familiarity with monitoring and observability tools, automation frameworks, cloud platforms, and modern infrastructure technologies.
• Experience improving service reliability, availability, operational efficiency, and incident recovery performance.
• Excellent leadership, stakeholder-management, communication, and decision-making skills.
• Ability to translate business requirements into scalable operational strategies and measurable outcomes.
• Strong analytical and problem-solving capabilities, with a focus on root-cause elimination and proactive risk management.
• Experience driving operational transformation, process standardisation, and automation at scale.
• Ability to lead cross-functional teams in complex, fast-paced enterprise environments while maintaining high service quality and operational discipline.