Senior Production Lead

Senior Production Support Lead (Banking & Financial Services)

We are seeking a highly experienced Senior Production Support Lead with 15+ years of experience managing production support for high-volume, customer-facing applications within the banking and financial services domain.

This is a senior leadership role responsible for ensuring the stability, availability, and performance of critical digital platforms. You will own production incidents end-to-end, lead escalation management, and ensure issues are resolved quickly with minimal business impact.

Alongside day-to-day operational ownership, you will lead a team of production support engineers and analysts, driving operational excellence through structured incident management, root cause analysis, automation, and continuous service improvement.

This role requires a strong blend of hands-on technical capability and leadership. You will be expected to operate across complex, distributed environments and collaborate closely with engineering, infrastructure, security, and application teams to ensure seamless production operations and successful go-lives.

You will also play a key role in improving system resilience, automation, and monitoring maturity across critical platforms.

Key Responsibilities

• End-to-end ownership of production support across digital, customer-facing applications
• Lead major incident management, escalation handling, and war room coordination
• Drive root cause analysis (RCA) and long-term remediation of recurring issues
• Ensure smooth production go-live handovers with full readiness and support coverage
• Collaborate across infrastructure, network, security, and development teams to resolve complex issues
• Maintain strong communication with technical and business stakeholders during incidents
• Implement and enhance monitoring, alerting, and proactive system health checks
• Identify and deliver automation opportunities to improve operational efficiency
• Develop and maintain SOPs and operational best practices

Technical Environment

You will bring strong hands-on expertise across modern enterprise environments, including:

• Java backend systems, APIs, and distributed architectures
• Web and mobile application platforms
• Cloud environments (Azure primary, AWS secondary)
• Certificate management, integrations, and system dependencies
• Monitoring and observability tooling for high-availability systems

What We're Looking For

• Strong experience in production support leadership within banking or financial services
• Proven ability to manage high-volume, mission-critical applications
• Experience leading incident, problem, and escalation management processes
• Strong stakeholder management and communication skills
• Ability to work under pressure in high-severity incident environments
• Leadership experience mentoring and developing technical teams
• Strong focus on automation, continuous improvement, and operational excellence

This is a senior leadership role operating in a complex, fast-paced environment where reliability, accountability, and resilience are critical to success.