Company Profile:

Sun Life Global Solutions (SLGS) Established in the Philippines in 1991 and in India in 2006, Sun Life Global Solutions, (formerly Asia Service Centres), a microcosm of Sun Life, is poised to harness the regions’ potential in a significant way - from India and the Philippines to the world. We are architecting and executing a BOLDER vision: being a Digital and Innovation Hub, shaping the Business, driving Transformation and superior Client experience by providing expert Technology, Business and Knowledge Services and advanced Solutions. We help our clients achieve lifetime financial security and live healthier lives – our core purpose and mission.

Job description:

 

What will you do?

· Manage a team of production support engineers responsible for ensuring the stability, reliability, and performance of critical systems and applications.

· Lead incident management and resolution processes to minimize downtime and mitigate impact on business operations.

· Collaborate with cross-functional teams including development, infrastructure, and quality assurance to identify and address root causes of issues.

· Develop and implement best practices, processes, and procedures for incident response, escalation, and resolution.

· Monitor system health and performance metrics, proactively identify potential issues, and implement preventive measures.

· Define and track key performance indicators (KPIs) to measure the effectiveness of production support activities and drive continuous improvement.

· Provide technical leadership and mentorship to team members, fostering a culture of collaboration, learning, and innovation.

·Participate in on-call rotation and ensure 24/7 availability for critical production issues.

· Communicate effectively with stakeholders including business leaders, project managers, and external partners to provide updates on incidents, resolutions, and preventive measures.

Key Requirements:

· Hands on experience of atleast 11 to 14 years in Delivery 

· Strong technical background in software engineering with hands-on experience in production support and incident management.

· Experience in troubleshooting complex systems and applications in a high-pressure environment, with a focus on root cause analysis and resolution.

· Experience with monitoring and alerting tools such as Splunk, ELK Stack, Prometheus, and Grafana.

·Knowledge of ITIL best practices for incident, problem, and change management.

·Excellent leadership and communication skills, with the ability to motivate and inspire a team to achieve common goals.

· Experience working in cross-functional, collaborative teams.

· Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions under pressure.

· Understanding of DevOps principles and practices, including continuous integration, continuous delivery, and infrastructure as code.                             

· Familiarity with cloud computing platforms such as AWS, Azure, or Google Cloud Platform.