Production Support Lead

Project description

Scaling the team to support ongoing business objectives and future growth.

Responsibilities

• Supervise current L1/L2 production support engagements, utilizing onsite/offshore resources in business hours and 24x7 shifts.
• Bring critical and quality-driven thinking to maintain high-quality standards.
• Establish a delivery and quality assurance framework with processes, best practices, and KPIs.
• Define a strategy for building tools and accelerators for improved support.
• Manage client communications, ensuring alignment with SLAs and service delivery.
• Select and coach profiles, fostering a mindset for critical systems support.
• Collaborate with technology and business teams to minimize stability issues.
• Ensure adherence to Incident, Change, and Problem Management protocols.
• Introduce best practices and conduct regular reviews and meetings.

SKILLS

Must have

• 10-15 years in production treasury application support for banks.
• Experience in running governance meetings.
• Proven leadership in defining processes and best practices.
• Strong background in Support Lead roles and team mentorship.
• Experience in SQL, Unix scripting and automating day-to-day tasks.
• Experience in automation through AppDynamics.
• Experience managing support teams across APAC, including team building and restructuring.
• Experience managing teams on 24x7 shifts.
• L1 & L2 application technical and functional support experience.
• Experience with Murex Treasury platform (preferable) or other trading platforms (e.g., Calypso, Orchestrade, Finastra, FIS)

Nice to have

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