Role Overview

Production SupportLeadto ownend‑to‑endsupport for a new agentic AIplatformthat integrates with multiple upstream systems (email ingestion, market data, alerting, internal applications) and writes to downstream systems across Front Office, Middle Office, and Back Office. The platform is fully hosted on AWS, with connectivity toon‑premidentity, vault, and enterprise systems.

The Lead will face business usersof the platform, run a globalfollow‑the‑sunsupport model, and manage both internal staff and an externalmanaged‑servicesvendor providing operationalmanpoweranduser‑facingsupport coverage.

Key Responsibilities

Global Support Ownership

• Establish and run afollow‑the‑sunsupport model across India, US, UK, and Europe.

• Serve as the primary escalation point for all production issues escalate to engineering only whenrequired.

• Build internal support capability while managingvendor‑providedoffshore/onshore teams for seamless 24×7 coverage.

Vendor Management (Managed‑ServicesPartner)

• Act as the operational owner for themanaged‑servicesvendor, ensuring SLA adherence, staffing adequacy, and quality of service.

• Conduct daily/weekly governance with vendorleads:issue reviews, performance tracking, and continuous improvement.

• Ensure vendor analysts follow runbooks, SOPs, and escalation protocols precisely.

• Drive alignment between vendor teams and internal engineering/support groups on incident handling, communication standards, and release readiness.

• Evaluate vendor performance,identifygaps, and implement corrective actions or capability enhancements.

Business & Stakeholder Management

• Serve as the face of production support for Department A business users.

• Manage relationships with upstream/downstream system owners across Front, Middle, and Back Office.

• Lead communication during incidents, releases, and major changes, ensuring clarity and timeliness.

Technical Leadership

• Lead incident management,root‑causeanalysis, capacity planning, and performance tuning forlow‑latency,high‑throughputworkflows.

• Partner with DevOps and SRE teams to drive automation and intelligent tooling to reduce manual support load and improve MTTR.

Engineering Partnership & Feedback Loop

• Partner closely within‑houseSRE, DevOps, Infrastructure, and execution pods to provide structured feedback from production issues.

• Recommend fixes, design improvements, and automation opportunities to reduce recurring incidents and ease support pressure.

• Ensure production learnings are fed into backlog grooming, release planning, and architectural discussions.

• Influence engineering roadmaps by highlighting operational bottlenecks, scaling needs, and reliability gaps.

Operational Excellence

• Engage withrelease and change management processes across global environments.

• Ensure compliance with enterprise risk, audit, and business continuity requirements.

• Maintain runbooks, SOPs, knowledge repositories, and operational readiness for new features.

Required Experience & Skills

• 15+ years in application/production support, including L1-L3 ownership.

• Proven leadership in global support operations andvendor‑manageddelivery models.

• Strong experience managing external partners providingfollow‑the‑sunsupport anduser‑facingservices.

• Hands‑onbackground with AWS, Linux/Windows, databases (MongoDB, Oracle, Sybase), and scripting (Shell/Python).

• Familiarity with enterprise schedulers (Autosys,Control‑M), ITSM tools (ServiceNow, JIRA), and monitoring platforms.

• Demonstrated ability to work with SRE/DevOps/Infra teams to drive reliability improvements.

• Excellent communication andstakeholder‑facingskills, especially with business users andcross‑functionalteams.

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Preferred Qualifications

• ExposuretoAI/.

• ITIL certification.