Director / Senior Manager — Production Engineering (Rapid Response)
Company: Pronto Networks, Inc.
Location: HSR Layout, Bangalore — onsite, full-time (no remote option)
Reports to: Senior Engineering Leadership / CTO Team: Production Engineering (Rapid Response)
About the Role
Pronto Networks builds B2B networking hardware and the cloud platform that manages it — device provisioning, dashboards, and management services used by POS, payments, retail, and hospitality customers. As our product footprint grows, we need a dedicated leader who owns one thing above all else: priority production issues get resolved immediately, not queued behind roadmap work.
This is a hands-on leadership role for a player-coach. You will personally debug and fix critical issues alongside your team, stand up the triage and incident discipline that keeps our platform reliable, and give senior leadership a clear, frequent line of sight into what's broken, what it's costing, and when it'll be fixed. If you've stopped writing code and want to manage from a distance, this is not the role.
What You'll Do
- Own the rapid-response function — triage, prioritize, and personally drive resolution of critical, customer-impacting production issues across the platform.
- Stay hands-on — read, write, and debug production code in Ruby on Rails, Node.js, and MongoDB; pair with engineers on the hardest fixes and the gnarliest production incidents.
- Establish the operating discipline — severity framework, on-call rotation, runbooks, and SLAs so priority issues are addressed in real time, not deferred.
- Report to senior leadership — provide clear, frequent status during and after incidents: impact, ETA, root cause, and prevention. Own the executive narrative on production health.
- Reduce defect inflow — partner with core engineering, QA, and customer success to convert recurring field issues into permanent fixes and shrink the bug backlog at the source.
- Build and mentor a high-trust team — set the standard for response time, code quality, and post-incident discipline.
- Track and report metrics — MTTR, backlog burn-down, escape/escalation rate, and SLA adherence.
Must-Have Qualifications
- 10+ years in software engineering, with current, hands-on depth in Ruby on Rails, Node.js, and MongoDB — actively coding, not purely managing.
- 3+ years leading engineers (Senior Manager / Director scope) while remaining technical.
- Proven track record owning critical production incidents end-to-end and communicating clearly to executive stakeholders.
- Strong debugging skills across backend services and the data layer; comfortable operating in live production.
- Experience designing on-call, incident-management, and severity/triage processes.
- Excellent written and verbal communication for executive-level reporting.
- Based in Bangalore or able to relocate before start date; able to work onsite full-time at HSR Layout.
Nice-to-Have Qualifications
- Front-end depth in AngularJS and/or React.
- Experience in B2B SaaS, networking, or IoT / device-management platforms.
- Familiarity with observability / APM tooling (Datadog, New Relic, Sentry, or similar).
- Experience modernizing or reducing technical debt in legacy Rails / AngularJS codebases.
What Success Looks Like (First 90 Days)
- A documented severity/triage framework and on-call rotation are live.
- Critical incidents have a clear owner, a target response time, and an executive status cadence.
- Measurable reduction in time-to-resolution on priority issues and in recurring defects.
