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Senior, niche production-support role but State Street brand attracts applicants, resulting in moderate competition.
High industry-specific production support and vendor-management expertise reduces cross-industry transferability.
Requires 15+ years, AWS, vendor management and production support—strict filters for qualifications.
Own end-to-end global 24×7 production support for a new agentic AI platform across multiple upstream and downstream systems integrating Front, Middle, and Back Office.
Manage internal support staff and external managed-services vendor to ensure SLA adherence, incident escalation, and operational continuity in a follow-the-sun model across India, US, UK, and Europe.
Lead incident management, root-cause analysis, stakeholder communication, and partnership with SRE/DevOps to drive automation, reliability improvements, and production readiness.
15+ years of application/production support experience with L1–L3 ownership.
Proven leadership managing global support operations and vendor-managed delivery models with follow-the-sun coverage.
Hands-on experience with AWS, Linux/Windows, databases (MongoDB, Oracle, Sybase), and scripting (Shell/Python).
Work Experience Required: 15+ years in relevant production support roles; Notice Period: Not explicitly mentioned in the JD.
Experienced leader familiar with operational management of complex AI-related platforms hosted on AWS and extensive vendor coordination.
Capable of managing cross-regional support teams in a high-stakes production environment involving multiple internal and external stakeholders.
Strong technical background in systems integration, incident response, and collaboration with DevOps and SRE to enhance operational automation and reduce incident MTTR.