Principal / SVP - Production Support Leader - Financial Services
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Job Description
Client need a Support Manager who has supported apps running on those platforms and used ServiceNow for governance.
Required Education:
Master of Computer Applications (MCA) / Bachelor's in Computer Science
*Certifications:* ITIL v3 Foundation, COBIT5 Foundation
Required Skills & Experience:
in 24/7/365 Production / Application Support for mission-critical applications in Tier-1 Financial Services / BankingProven experience leading Global Follow-the-Sun support organization of 60+ members across onshore/offshore hubs (US, UK, Singapore, India)Expert in ITIL Service Management - Incident, Problem (RCA, KEDB), Change & Release Management (CAB, ServiceNow)Major Incident & Escalation Management - owning outage bridges for 250+ monthly events, Tier-0 application recoverySLA/OLA Governance and Operational KPIs - Availability, MTTR, Deployment Success Rate, Change Failure Rate, Incident TrendsObservability & Monitoring Tools - Splunk, Grafana, Prometheus, AppDynamics (Implementation Leadership)Platforms - Java/WebSphere, Mainframe (COBOL/CICS/DB2), SaaS Vendor ManagementAutomation & Self-Healing - driving automation to reduce manual effort and operational costCyber-Resiliency & Vulnerability Management - remediating 3000+ vulnerabilities monthly, BCP/DRAudit & Regulatory Compliance - sustaining audit-ready governance, Satisfactory audit outcomesStakeholder & Executive Reporting, Client Governance, Budget Ownership ($10M+)Modernization - Legacy to SaaS/AI migration, GenAI/LLM Integration (OpenAI, Anthropic)
Required Responsibilities:
Own full incident, problem, and change lifecycle governance via ServiceNow and CAB for 60+ applications.
Lead and mentor global 24/7 production support teams ensuring high availability for high-volume transaction platforms (4M+ users)Drive major incident response, chair outage bridges, perform root-cause analysis and preventive actions to achieve <2 hour MTTR for Tier-0 apps
Govern SLAs/OLAs, monitor operational KPIs, and present trend analysis at Senior Management Reviews
Implement and standardize observability dashboards, alerting and monitoring.
Lead automation and self-healing initiatives and strategic retirement of manual workflows
Direct cyber-vulnerability remediation programs and Tier-0 recovery / BCP/DR drills
Manage change and release governance, capacity planning, and vendor/SaaS management
Drive legacy modernization and data lake consolidation to reduce complexity and improve auditability
Partner with engineering, business, client relationship and security teams to keep critical services stable and continuously improving
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