Production Support - AVP

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.