Production Support - Manager (Associate)

About this role

Location: Pune - Hybrid
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.

Required Skills & Experience

• 8–12 years of experience in Production Support, Application Support, or IT Operations within Financial Services or Investment Banking.

• Strong experience supporting business-critical production environments.

• Hands-on experience in Incident Management, Problem Management, and Change Management following 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 with ServiceNow, Remedy, GSD, or similar ITSM platforms.

• Strong analytical, troubleshooting, and problem-solving skills.

• Ability to manage multiple production priorities in a fast-paced environment.

• Excellent verbal and written communication skills.

• Experience working in Agile and DevOps environments.

• Financial Services or Investment Banking domain experience is essential.

Preferred Skills

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

• Good understanding of OTC and Exchange-Traded Derivatives operations and post-trade processing.

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

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

• Knowledge of Jenkins, Git, JIRA, CI/CD pipelines, and release automation.

• ITIL Foundation Certification.

• Exposure to production monitoring, operational dashboards, and service reporting.

Desired Competencies

• Strong ownership mindset with a proactive approach to production support.

• Ability to perform effectively under pressure and manage critical production incidents.

• Excellent collaboration and stakeholder management skills.

• Strong analytical thinking with a focus on continuous service improvement.

• Willingness to mentor junior team members and contribute to team capability development.

• Commitment to operational excellence, governance, and customer-focused service delivery.

How We Work:
Delta Capita is an equal opportunity employer. We positively…