Production Support - AVP
Description
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
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Lead end-to-end production support for business-critical Capital Markets applications, ensuring high availability and operational stability.
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Own Major Incident Management, Problem Management, Event Management, and Production Support processes following ITIL best practices .
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Drive rapid restoration of services during production incidents while ensuring timely business communication and stakeholder updates.
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Coordinate cross-functional teams including Development, Infrastructure, Database, Middleware, Network, and Business Operations to resolve production issues.
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Lead production support teams and establish operational processes, governance, and service standards for new applications where required.
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Ensure production issues are prioritized based on business impact, regulatory obligations, and service level commitments.
Incident, Problem & Change Management
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Manage P1/P2 incidents, bridge calls, crisis management, and executive-level communication during critical production outages.
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Perform impact assessment, stakeholder communication, escalation management, and incident coordination across global teams.
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Drive Root Cause Analysis (RCA), Post Incident Reviews (PIR), and Problem Management to eliminate recurring issues.
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Ensure all incidents, service requests, and production changes comply with ITIL processes and organizational governance.
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Participate in Change Advisory Board (CAB) activities and production release governance.
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Monitor SLA, KPI, and operational metrics while identifying opportunities for continual service improvement.
Operational Excellence
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Perform production health checks, application sanity testing, and service availability monitoring.
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Execute release activities including deployments, role swaps, server restarts, batch scheduling validation, and production readiness checks.
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Plan, coordinate, and execute Disaster Recovery (DR) exercises and validate business continuity procedures.
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Maintain operational documentation including runbooks, SOPs, knowledge repositories, recovery procedures, and support playbooks.
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Drive automation initiatives to improve operational efficiency and reduce manual effort.
Business & Stakeholder Management
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Partner with Business Operations, Technology, Infrastructure, and Vendor teams to ensure seamless production support.
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Provide timely communication to business stakeholders regarding incidents, service degradation, planned maintenance, and production risks.
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Support audit, compliance, regulatory, and operational risk initiatives by maintaining evidence and documentation.
Technical Responsibilities
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Support enterprise applications running on Unix/Linux, Windows Server, Java, and relational databases.
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Troubleshoot application, middleware, database, and infrastructure issues in production environments.
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Develop and execute SQL queries, scripts, and database procedures across Sybase, Oracle, or SQL Server.
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Monitor and manage batch processing using enterprise scheduling tools such as Control-M or AutoSys.
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Support application deployments and CI/CD activities using Jenkins, Git, and related DevOps tools.