Production Support Lead (CPT)

SUMMARY:
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POSITION INFO:

ENVIRONMENT:

A global Asset Management firm is currently recruiting for a Production Support Lead who will be responsible for ensuring the security, stability, and availability of its Investment Platform. This role requires a strong emphasis on AI-driven process innovation, operational excellence, and empathetic leadership. The successful candidate needs to be a visionary and disciplined leader who continuously seeks to reinvent support operations using AI, while aligning with ITIL standards and business goals. You will require a Degree in Computer Science/Information Systems/Engineering, or a similar field with 10+ years in IT operations or production support, with at least 5 years in a leadership role. Your business system skillset should include ServiceNow, Azure DevOps, MS SQL, Power BI & SSRS.

DUTIES:

Leadership & Team Development -

• Lead and mentor a team of Production Support Analysts.
• Foster a culture of discipline, empathy, and continuous improvement.
• Build team capabilities in AI, automation, and modern support practices.
• Promote collaboration across Product stakeholders.

Platform Stability, Availability & Security -

• Ensure the platform meets high availability SLAs and uptime targets.
• Own and evolve Incident, Problem, and Change Management processes.
• Drive root cause analysis and post-incident reviews.
• Monitor and proactively address risks to platform performance, availability, and data integrity.

AI-driven Incident Management -

• Lead the transformation of Incident Management using AI and automation.
• Implement AI tools for real-time anomaly detection and predictive failure analysis.
• Use Machine Learning to classify and prioritize incidents based on severity and impact.
• Deploy AI-powered root cause analysis and resolution recommendation engines.
• Integrate conversational AI agents to assist Support teams with diagnostics and resolution.
• Establish feedback loops to continuously improve AI accuracy and reduce false positives.
• Align AI capabilities with ITIL processes to enhance service delivery and operational maturity.

Operational Excellence & ITIL Practices -

• Implement and refine ITIL-aligned practices (Incident, Problem, Change, Release, Configuration).
• Ensure consistent use of ServiceNow and Azure DevOps.
• Maintain comprehensive documentation, runbooks, and knowledge bases.
• Monitor and report on support KPIs, SLAs, and improvement metrics.
• Drive automation and self-service initiatives to reduce manual support overhead.

Innovation & Continuous Improvement -

• Champion a “Zero-Touch” support vision where AI handles routine incidents autonomously.
• Drive shift-left strategies by enabling self-service and automation at the earliest stages.
• Stay abreast of emerging AI trends and proactively apply them to support operations.

Stakeholder Engagement & Communication -

• Act as the escalation point for critical production issues.
• Communicate clearly and confidently with business stakeholders and technology teams.
• Provide regular updates on platform health, incident trends, and innovation initiatives.
• Ensure user expectations are effectively managed, and support experiences are positive.

REQUIREMENTS:

Qualifications –

• Degree in Computer Science, Information Systems, Engineering, or a related field.

Experience/Skills –

• 10+ Years in IT operations or production support, with at least 5 years in a leadership role.
• Proven experience implementing AI/ML tools for Incident Management, Anomaly Detection, and Support Automation.
• Strong background in ITIL-aligned practices (Incident, Problem, Change, Release, Configuration).
• Familiarity with investment management processes, instruments, and regulatory requirements.
• Experience in managing secure environments, data protection, and compliance in financial services.
• Demonstrated ability to design and evolve support models, including shift-left and zero-touch strategies.

Business System Skills -

• ServiceNow (incident, Change, and Problem Management).
• Microsoft Azure DevOps (CI/CD pipelines, Release Coordination).
• Database & Reporting: MS SQL, Reporting tools (e.g., Power BI, SSRS).
• Office Suite, SQL Server, and integration with enterprise systems.
• Auth0 (identity management), DocuSign (digital signatures), Salesforce (CRM), InsideData.
• Familiarity with modern observability stacks (e.g. Azure Application Insights).

ATTRIBUTES:

• Advanced analytical and problem-solving skills are needed to diagnose and resolve complex issues.
• Driven by results.
• Ability to recognise and embrace change.
• A client focused and collaborative approach.
• Able to analyse, interpret and assimilate information.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.