Production Support Manager

Mandatory skills:
1. ITIL Knowledge:
o Familiarity with ITIL (Information Technology Infrastructure Library) best practices, particularly in incident management, change management, and service operations.
2. Automation Tools:
o Knowledge of automation tools for deployment, monitoring, and incident resolution (e.g., Jenkins, Ansible, Nagios, Splunk).
3. Cloud and Infrastructure Knowledge:
o Experience with cloud platforms (AWS, Azure, GCP) and understanding of cloud-based production environments.
o Understanding of infrastructure as a service (IaaS), platform as a service (PaaS), and software as a service (SaaS) models.
4. Incident and Problem Management:
5. Expertise in handling critical production issues and ensuring minimal downtime.
6. Experience with incident management processes and escalation protocols.
7. Knowledge of Root Cause Analysis (RCA) and problem resolution.

Service Level Management:
8. Familiarity with SLA (Service Level Agreement) management and ensuring that support meets agreed-upon service levels.
9. Ability to track and report on SLA performance.