Production Support - AVP

About this role

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.

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.

Preferred Skills

• Experience supporting Calypso Back Office modules with exposure to Settlements, Accounting, Cash Management, and Trade Lifecycle processing.

• Strong understanding of OTC and Exchange-Traded Derivatives operations, including settlements and post-trade processing.

• Knowledge of Fixed Income, Foreign Exchange (FX), Equities, Credit, Commodities, and Derivative products.

• Experience with SWIFT settlements, payment processing, confirmations, and reconciliation workflows.

• Working…