Own end-to-end production operations for internally built platforms (Mid-Office, Agent Portal, integrations) and ensure high availability, performance, and reliability of mission-critical systems.
Establish and enforce incident management, escalation, and RCA practices.
Drive MTTR reduction, observability, and proactive monitoring.
Lead and grow a team across Application / Production Support Engineers, Software Engineers (for fixes & enhancements), QA / Testing resources.
Define operating model, roles, SLAs, and workflows.
Balance run (stability) vs change (enhancements).
Act as the technical owner for all external integrations with airlines, OTAs, payment gateways, and third‑party vendors.
Oversee partner onboarding, API integrations, certification & go‑live rea...