Job Description
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.