Production Support - Manager (Associate)

About the RoleWe 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 ResponsibilitiesProduction 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 ManagementPerform 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 ExcellenceSupport 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 ManagementWork 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 ResponsibilitiesTroubleshoot 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.Required Skills & Experience812 years of experience in Production Support, Application Support, or IT Operations within Financial Services or Investment Banking.Strong experience supporting business-critical production environments.Hands-on experience in Incident Management, Problem Management, and Change Management following ITIL best practices.Strong knowledge of Unix/Linux, Windows Server, Java, SQL, and relational databases (Sybase, Oracle, or SQL Server).Experience with enterprise scheduling tools such as Control-M or AutoSys.Experience with ServiceNow, Remedy, GSD, or similar ITSM platforms.Strong analytical, troubleshooting, and problem-solving skills.Ability to manage multiple production priorities in a fast-paced environment.Excellent verbal and written communication skills.Experience working in Agile and DevOps environments.Financial Services or Investment Banking domain experience is essential.Preferred SkillsExperience supporting Calypso Back Office modules, including Settlements, Accounting, Cash Management, and Trade Lifecycle processing.Good understanding of OTC and Exchange-Traded Derivatives operations and post-trade processing.Knowledge of Fixed Income, FX, Equities, Credit, Commodities, and Derivative products.Experience with SWIFT settlements, confirmations, payment processing, and reconciliation.Knowledge of Jenkins, Git, JIRA .