Support Lead

Overview

Senior Production Support Lead

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.