Role Overview

Production Support Lead to own end‑to‑end support for a new agentic AI platform that 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 to on‑prem identity, vault, and enterprise systems.

The Lead will face business users of the platform, run a global follow‑the‑sun support model, and manage both internal staff and an external managed‑services vendor providing operational manpower and user‑facing support coverage.

Key Responsibilities

Global Support Ownership

• Establish and run a follow‑the‑sun support model across India, US, UK, and Europe.

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

• Build internal support capability while managing vendor‑provided offshore/onshore teams for seamless 24×7 coverage.

Vendor Management (Managed‑Services Partner)

• Act as the operational owner for the managed‑services vendor, ensuring SLA adherence, staffing adequacy, and quality of service.

• Conduct daily/weekly governance with vendor leads: 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, identify gaps, 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‑cause analysis, capacity planning, and performance tuning for low‑latency, high‑throughput workflows.

• 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 with in‑house SRE, 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 with release 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 and vendor‑managed delivery models.

• Strong experience managing external partners providing follow‑the‑sun support and user‑facing services.

• Hands‑on background 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 and stakeholder‑facing skills, especially with business users and cross‑functional teams.

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Preferred Qualifications

• Exposure to AI/.

• ITIL certification.