In this role, you’ll make an impact in the following ways:
- Lead day-to-day production services support for applications within the Fund and Investor Solutions platform.
- Ensure high availability, performance, and operational stability of production systems.
- Manage and coordinate major incident response, service restoration, escalation handling, and stakeholder communications.
- Drive root cause analysis and permanent remediation for recurring incidents and platform issues.
- Partner with engineering and development teams to improve application resiliency, supportability, and release quality.
- Implement and enhance monitoring, alerting, and observability capabilities across applications and infrastructure.
- Oversee production readiness, change implementation, release support, and operational governance.
- Identify automation opportunities to reduce manual effort and improve service efficiency.
- Track service metrics, incident trends, platform health indicators, and operational risk items.
- Support capacity planning, environment stability, continuity, recovery readiness, and controls compliance.
- Mentor production support teams and foster a culture of accountability, collaboration, and operational excellence.
To be successful in this role, we’re seeking the following:
- Strong experience supporting enterprise production applications in a high-availability environment.
- Deep understanding of incident management, problem management, change management, and production governance.
- Hands-on knowledge of application monitoring and observability tools such as Splunk, AppDynamics, Dynatrace, Grafana, Prometheus, or similar platforms.
- Experience with Unix/Linux environments and strong scripting skills in Shell, Python, or Perl for automation and diagnostics.
- Strong knowledge of SQL and experience troubleshooting across relational databases such as Oracle, SQL Server, PostgreSQL, or similar.
- Familiarity with middleware and integration technologies, including APIs, messaging systems, and batch processing frameworks.
- Experience supporting distributed systems in cloud and hybrid environments, including infrastructure, networking, and platform dependencies.
- Understanding of release management, DevOps practices, CI/CD pipelines, and environment controls.
- Working knowledge of ITIL-based service management processes.
- Strong troubleshooting skills across application, infrastructure, database, and network layers.
- Experience with scheduling tools, job monitoring, and operational workflows in complex enterprise ecosystems.
- Knowledge of resilience practices including high availability, disaster recovery, capacity planning, and performance tuning.