Production Support - AVP

Job Summary

Location: Pune - Hybrid

Employment Type: Permanent

About the Role:

We are seeking an experienced Assistant Vice President (AVP) Production Support to lead the Production Support function for a strategic Capital Markets platform supporting Global Markets Back Office Operations , with a primary focus on Derivatives Settlements and Post-Trade Processing .

The successful candidate will be responsible for ensuring the stability, availability, and operational excellence of business-critical applications while leading a high-performing production support team. This role requires strong technical expertise, leadership capabilities, excellent stakeholder management, and deep understanding of incident management within a global financial services environment.

The ideal candidate should have experience supporting high-volume, business-critical production systems and possess a strong understanding of ITIL Service Management principles, production governance, and operational risk.

Core Responsibilities Production Support Service Management

• Lead end-to-end production support for business-critical Capital Markets applications, ensuring high availability and operational stability.
• Own Major Incident Management, Problem Management, Event Management, and Production Support processes following ITIL best practices.
• Drive rapid restoration of services during production incidents while ensuring timely business communication and stakeholder updates.
• Coordinate cross-functional teams including Development, Infrastructure, Database, Middleware, Network, and Business Operations to resolve production issues.
• Lead production support teams and establish operational processes, governance, and service standards for new applications where required.
• Ensure production issues are prioritized based on business impact, regulatory obligations, and service level commitments.

Incident, Problem Change Management

• Manage P1/P2 incidents, bridge calls, crisis management, and executive-level communication during critical production outages.
• Perform impact assessment, stakeholder communication, escalation management, and incident coordination across global teams.
• Drive Root Cause Analysis (RCA), Post Incident Reviews (PIR), and Problem Management to eliminate recurring issues.
• Ensure all incidents, service requests, and production changes comply with ITIL processes and organizational governance.
• Participate in Change Advisory Board (CAB) activities and production release governance.
• Monitor SLA, KPI, and operational metrics while identifying opportunities for continual service improvement.

Operational Excellence

• Perform production health checks, application sanity testing, and service availability monitoring.
• Execute release activities including deployments, role swaps, server restarts, batch scheduling validation, and production readiness checks.
• Plan, coordinate, and execute Disaster Recovery (DR) exercises and validate business continuity procedures.
• Maintain operational documentation including runbooks, SOPs, knowledge repositories, recovery procedures, and support playbooks.
• Drive automation initiatives to improve operational efficiency and reduce manual effort.

Business Stakeholder Management

• Partner with Business Operations, Technology, Infrastructure, and Vendor teams to ensure seamless production support.
• Provide timely communication to business stakeholders regarding incidents, service degradation, planned maintenance, and production risks.
• Support audit, compliance, regulatory, and operational risk initiatives by maintaining evidence and documentation.

Technical Responsibilities

• Support enterprise applications running on Unix/Linux, Windows Server, Java, and relational databases.
• Troubleshoot application, middleware, database, and infrastructure issues in production environments.
• Develop and execute SQL queries, scripts, and database procedures across Sybase, Oracle, or SQL Server.
• Monitor and manage batch processing using enterprise scheduling tools such as Control-M or AutoSys.
• Support application deployments and CI/CD activities using Jenkins, Git, and related DevOps tools.

Job Requirements Required Skills/Experience

• 10+ years of experience in Production Support, Application Support, or IT Service Management within Financial Services or Investment Banking.
• Proven experience leading Production Support teams supporting mission-critical applications.
• Strong experience managing production environments with high transaction volumes and stringent availability requirements.
• Hands-on experience in Incident Management, Problem Management, Change Management, and Major Incident Management using ITIL best practices.
• Strong knowledge of Unix/Linux, Windows Server, Java, SQL, and relational databases (Sybase, Oracle, or SQL Server).
• Experience with enterprise scheduling tools such as Control-M or AutoSys.
• Experience using ServiceNow, Remedy, GSD, or similar ITSM platforms.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong stakeholder management skills with the ability to communicate effectively across technology, operations, and business teams.
• Demonstrated ability to manage crisis situations, executive communications, and production escalations.
• Experience working within Agile and DevOps delivery models.
• Strong ownership mindset with excellent planning, prioritization, and execution skills.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.