Production Support - Manager (Associate)

Employment Type : Permanent

About the Role

We are looking for an experienced Manager – Production Support to join our Capital Markets Production Support team supporting Global Markets Back Office Operations , with a primary focus on Derivatives Settlements and Post-Trade Processing .

The ideal candidate will have strong experience in production support, incident management, and application support within the Financial Services domain. This role requires a hands-on technical professional who can manage production incidents, collaborate with global technology and business teams, and ensure the stability and availability of business-critical applications while contributing to continuous service improvement initiatives.

The role offers an opportunity to work in a fast-paced global environment supporting mission-critical trading and post-trade platforms.

Key Responsibilities

• Production Support & Service Management
• Provide end-to-end production support for business-critical Capital Markets applications, ensuring high availability and operational stability.
• Monitor application health, perform production sanity checks, and proactively identify potential production issues.
• Investigate, troubleshoot, and resolve production incidents while ensuring compliance with defined SLAs.
• Participate in Major Incident Management calls, providing timely technical analysis, business impact assessment, and resolution updates.
• Follow ITIL best practices for Incident, Problem, Change, and Event Management.
• Support production releases, deployments, role swaps, server restarts, and scheduled maintenance activities.

Incident & Problem Management

• Perform detailed root cause analysis for recurring production issues and contribute to permanent resolution initiatives.
• Prepare Post Incident Reviews (PIR) and Root Cause Analysis (RCA) documentation.
• Collaborate with Development, Infrastructure, Database, Middleware, and Business Operations teams to restore services quickly.
• Escalate production issues appropriately while maintaining timely communication with stakeholders.
• Ensure incidents, service requests, and production changes are tracked and closed within agreed service levels.

Operational Excellence

• Support Disaster Recovery (DR) planning, execution, and validation activities.
• Monitor batch jobs using enterprise scheduling tools such as Control-M or AutoSys and ensure successful completion of production processing.
• Develop automation opportunities to improve operational efficiency and reduce manual intervention.
• Maintain production documentation, operational runbooks, knowledge repositories, and standard operating procedures.
• Identify service improvement opportunities and recommend process enhancements.

Business & Stakeholder Management

• Work closely with Business Operations and Technology teams to support daily production activities.
• Communicate production incidents, risks, and planned maintenance activities effectively to business and technology stakeholders.
• Support audit, compliance, and operational risk activities by maintaining production evidence and documentation.
• Mentor junior production support engineers and contribute to knowledge sharing within the team.

Technical Responsibilities

• Troubleshoot application issues across Unix/Linux, Windows Server, Java, middleware, and database platforms.
• Develop and execute SQL queries and scripts across Sybase, Oracle, or SQL Server databases.
• Support enterprise scheduling and batch processing using Control-M or AutoSys.
• Assist with deployment activities using Jenkins, Git, JIRA, and CI/CD pipelines.
• Perform log analysis, system diagnostics, and performance monitoring to identify production bottlenecks.