L2/L3 Production Support Lead /Associate Director (Pune, MH, IN, 411006)

HSBC
Pune
Full timeFunction: Manufacturing & Production OperationsEducation: bachelorsSkills: ["Incident triage","Stakeholder communication","RCA quality","Problem management","Change management"]

Lead L2/L3 production support for BI dashboards, semantic layers, and reporting/data pipelines, ensuring day-to-day service stability and a high customer experience. Own operational rigor through service catalog, support models, runbooks, and SLA/SLO/OLA tracking with incident and KPI reporting. Coordinate major incidents and RCA/problem management, drive release readiness across DEV/UAT/PROD, and improve observability, monitoring, and resilience with SRE-style automation.

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FursaFursa
HSBC
HSBC
20 hours ago

L2/L3 Production Support Lead /Associate Director (Pune, MH, IN, 411006)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Lead L2/L3 production support for BI dashboards, semantic layers, and reporting/data pipelines, ensuring day-to-day service stability and a high customer experience. Own operational rigor through service catalog, support models, runbooks, and SLA/SLO/OLA tracking with incident and KPI reporting. Coordinate major incidents and RCA/problem management, drive release readiness across DEV/UAT/PROD, and improve observability, monitoring, and resilience with SRE-style automation.
Location: Pune
Employment Type: Full time
Job Function: Manufacturing & Production Operations
Seniority: Director level

Key Responsibilities

  • •Lead L2/L3 production support for dashboards, BI services, semantic layers, and reporting/data pipelines.
  • •Own day-to-day stability and customer experience for reporting services and data products, including service catalog, support model, RACI, and runbooks/knowledge base.
  • •Define and track SLAs/SLOs/OLAs and operational KPIs; drive capacity planning, resilience engineering, and operational hygiene (patching, housekeeping, certificate renewals, access reviews).
  • •Manage incidents end-to-end, including triage, prioritisation, stakeholder communications, and Major Incident coverage; own RCA and problem management with post-incident reviews.
  • •Partner with delivery teams to assure release safety and production readiness across DEV/UAT/PROD, improving monitoring/automation while ensuring security, audit, and vendor/licensing compliance.

Key Requirements

  • •Bachelor’s degree in technology or engineering in Computer Science.
  • •Experience leading production support/operations for enterprise BI, reporting, and data platforms with evidence of delivery outcomes.
  • •Demonstrated major incident coordination, change/problem management, and strong RCA quality.
  • •Experience with monitoring/observability, alerting, and operational metrics such as availability, MTTR, and recurrence.
  • •Experience supporting Power BI / Tableau / Qlik, including semantic models and scheduled refresh, with willingness for on-call support and ITIL/cloud certifications.
Education:Bachelor's in Computer Science
Skills:Incident triageStakeholder communicationRCA qualityProblem managementChange management
Certifications:ITIL
Tech Stack:Power BITableauQlikSemantic modelsObservabilityMonitoringAlertingMTTRRACIRunbooksRBACLeast privilegeAudit trails

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn