Production Support - AVP

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