Key Responsibilities.

Delivery & Operations :

- Own day-to-day delivery of L2/L2.

- 5 support across multiple IM platforms.

- Ensure SLA adherence, 24x7 availability, and effective incident/problem management.

- Manage major incidents, escalations, communication bridges, and RCA governance.

- Oversee release readiness, environment health, batch stability, and change coordination.

Stakeholder Management :

- Act as the single point of contact for Business, App Owners, and Technology Leads.

- Provide clear reporting, dashboards, and proactive communication on operational health.

- Drive alignment on priorities, risks, and improvement opportunities.

Team Leadership :

- Lead and manage a support team of ~50 engineers across L1.5/L2/L2.

- Define delivery metrics, KPIs, and governance routines.

- Mentor teams, drive capability-building, ensure knowledge management & SOP maturity.

Process & Continuous Improvement :

- Strengthen ITIL practices across incident, problem, change, and knowledge management.

- Identify and implement automation in monitoring, batch, and diagnostic workflows.

- Reduce MTTR, increase stability, and minimize repeat incidents through structured improvements.

Technical Oversight :

- Provide guidance on complex debugging across APIs, microservices, data pipelines, and batch processes.

- Ensure robust observability through logging, alerts, and monitoring frameworks.

- Partner with Dev/Infra teams for performance tuning and systemic fixes.

Required Skills & Experience :

- 15+ years of IT experience with strong background in Production Support/AMS.

- 5+ years managing large teams in Investment Management or Capital Markets environments.

- Hands-on familiarity with Aladdin, CRD, Mosaic, or similar OMS/PMS/Data platforms.

- Strong understanding of APIs, microservices, SQL/PLSQL, scripting, batch tools (Autosys/Control-M).

- Proven expertise with ITIL processes and tools like ServiceNow/JIRA.

- Excellent communication, stakeholder management, and crisis-handling skills.

Nice to Have :

- Knowledge of Snowflake/MS SQL, container platforms (Docker/K8s), and cloud environments.

- Understanding of financial instruments, trade lifecycle, and market data flows.

- Experience with BI/monitoring tools like Power BI, Splunk, Grafana, AppDynamics.