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.

Required Skills & Experience

• 10+ years of experience in Production Support, Application Support, or IT Service Management within Financial Services or Investment Banking.

• Proven experience leading Production Support teams supporting mission-critical applications.

• Strong experience managing production environments with high transaction volumes and stringent availability requirements.

• Hands-on experience in Incident Management, Problem Management, Change Management, and Major Incident Management using 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 using ServiceNow, Remedy, GSD, or similar ITSM platforms.

• Excellent troubleshooting, analytical, and problem-solving skills.

• Strong stakeholder management skills with the ability to communicate effectively across technology, operations, and business teams.

• Demonstrated ability to manage crisis situations, executive communications, and production escalations.

• Experience working within Agile and DevOps delivery models.

• Strong ownership mindset with excellent planning, prioritization, and execution skills.

Preferred Skills

• Experience supporting Calypso Back Office modules with exposure to Settlements, Accounting, Cash Management, and Trade Lifecycle processing.

• Strong understanding of OTC and Exchange-Traded Derivatives operations, including settlements and post-trade processing.

• Knowledge of Fixed Income, Foreign Exchange (FX), Equities, Credit, Commodities, and Derivative products.

• Experience with SWIFT settlements, payment processing, confirmations, and reconciliation workflows.

• Working knowledge of Jenkins, Git, JIRA, CI/CD pipelines, and release automation.

• ITIL Foundation or higher certification.

• Experience supporting globally distributed production environments across multiple regions.

• Exposure to operational risk management, audit, compliance, and regulatory controls within investment banking environments.

Desired Leadership Competencies

• Strong people leadership with experience building, mentoring, and developing production support teams.

• Ability to influence cross-functional stakeholders and drive operational excellence across global teams.

• Customer-focused mindset with a commitment to service quality and continuous improvement.

• Proven ability to make sound decisions under pressure while maintaining effective stakeholder communication.

• Strong governance, risk management, and execution capabilities with a focus on operational resilience.

How We Work:

Delta Capita is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, colour, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you require any reasonable adjustments through your interview process, please use the designated space within the application questionnaire.

This is a permanent full-time position located in Pune. As the selection and interview process is ongoing, please submit your application in English as soon as possible, if your profile is selected, a member of our team will contact you within 4 weeks.

Who We Are:

Delta Capita Group (a member of the Prytek Group) is a global managed services, consulting and solutions provider with a unique combination of experience in Financial Services and technology innovation capability. Our mission is to reinvent the financial services value chain providing technology based mutualized services for financial institutions for non-differentiating services.

Our 3 offerings are:

· Managed Services

· Consulting & Solutions

· Technology

To know more about Delta Capita and our culture click here: Working at DC - Delta Capita