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.