Associate Vice President - Production Support - Lending

Job Purpose:

This position is responsible to Lead and manage end-to-end production support operations for lending systems (LOS, LMS, Collections, CRM, integrations), ensuring high availability, incident resolution, SLA adherence, regulatory compliance, and customer experience continuity.

Given Agentic AI / digital transformation agenda, this role should evolve into:

• AIOps-driven support organization
• Predictive incident prevention
• Self-healing platforms
• Deep integration with DevOps / Platform engineering

Key Responsibilities:

a) Production Stability & Availability:

• Own 24x7 production support for lending platforms (LOS, LMS, Collections, Payments)
• Ensure high system uptime (99.5%+ or as defined) and resilience across channels
• Drive proactive monitoring, alerting, and issue prevention

b) Incident & Problem Management:

• Lead P1/P2 incident response (war room leadership)
• Ensure root cause analysis (RCA) and permanent fixes
• Reduce repeat incidents through problem management frameworks
• Govern MTTR, MTBF improvements

c) Business Continuity & Risk Management:

• Own DR drills, failover readiness
• Ensure compliance with RBI / regulatory IT resilience guidelines
• Manage operational risk, audit observations, and control closures

d) Stakeholder Management (Critical in Lending):

• Interface with:
• Business (Credit, Ops, Collections)
• Digital channels
• Call center / customer service teams
• Provide real-time updates during outages impacting disbursement, collections, etc.

e) Application & Platform Ownership:

• Support systems like:
• Loan Origination System (LOS)
• Loan Management System (LMS)
• CRM, Collections, Payment gateways
• API ecosystem (KYC, Banking, Risk systems)
• Ensure seamless integration across 40+ APIs typical in lending ecosystem

f) Release & Change Governance:

• Own production readiness sign-off
• Drive zero-defect releases
• Work closely with Dev/QA for shift-left quality and defect containment

g) Automation & Continuous Improvement:

• Implement:
• Auto-remediation scripts
• Observability tools (APM, logs, tracing)
• AI-driven incident prediction
• Improve efficiency and reduce manual effort

h) Vendor & Managed Services Governance:

• Manage SI partners / vendors
• Ensure SLA compliance and contractual adherence
• Lead performance reviews and escalation handling

i) Team Leadership:

• Build and manage L1, L2, L3 support teams
• Define shift models (24x7 rotation)
• Develop runbooks, SOPs, knowledge base

j) Customer Experience Impact:

• Ensure minimal disruption to:
• Loan disbursement
• Repayments/collections
• Customer onboarding journeys
• Track customer-impacting incidents and NPS impact

Job Requirements:

• Bachelor's or Master's degree in Computer Science, Information Technology, or related field
• 15 to 20 years experience in IT from Bank / NBFCs
• Strong exposure to Lending platforms (LOS/LMS), Production support / IT operations and Large-scale distributed systems
• Experience in Application support (Java/.NET, APIs, microservices), Database (Oracle / SQL / NoSQL), Observability tools (Dynatrace, AppDynamics, ELK, etc.), Cloud / infra awareness (Azure/AWS) and ITIL framework expertise
• Exposure to end-to-end Lending lifecycle (Lead Credit Disbursement Repayment Closure) and Regulatory requirements (RBI, audit, compliance)
• Crisis management under pressure
• Strong stakeholder communication (CXO-level updates)
• Data-driven decision making
• Ability to balance stability vs velocity (business demands)