Vice President/Head - Production Support - Banking
Posted 4 months ago
Posted 4 months ago
VP Production Support Head (Core Banking Experience is Essential)
Job Title: Vice President - Head of Production Support
Location: Chennai, India
Department: IT / Application Support
Level: Leadership - Vice President
Role Overview:
We are seeking an experienced and strategic leader to head our Production Support function. This role will ensure smooth, uninterrupted operation of all critical banking applications and software systems. The ideal candidate brings a blend of strong technical knowledge, leadership, and hands-on experience in managing application lifecycles-from development to deployment to support.
Prior experience in production support of core banking applications is essential-including exposure to systems like CRM, Flexcube, Finacle, T24, or other banking platforms.
Key Responsibilities:
- Lead and manage the end-to-end production support operations across all applications and platforms.
- Build, mentor, and guide a multi-tier support team (L1 to L3) to ensure efficient incident resolution.
- Serve as the point of escalation for all critical application issues, driving root cause analysis and long-term solutions.
- Collaborate with development teams to ensure smooth transition of applications from development to production.
- Establish and enforce best practices for incident, change, and problem management using ITIL frameworks.
- Maintain uptime and availability SLAs across key banking systems by proactive monitoring and support strategies.
- Work closely with business units to understand impact and prioritize issues effectively.
- Ensure thorough documentation of support processes, incidents, and resolutions.
- Maintain comprehensive product and system knowledge to troubleshoot effectively and communicate with stakeholders.
- Drive automation and tooling initiatives to reduce manual intervention and improve response time.
Desired Profile:
- Preference will be given to candidates with direct experience in core banking operations and application production support, particularly with platforms such as CRM, Flexcube, Finacle, T24, or similar core banking systems, rather than those with backgrounds primarily in Business Technology or Enterprise Architecture functions.
- 19+ years of IT experience, with at least 5 years in a leadership role in Production/Application Support.
- Prior experience in application development is a strong advantage.
- Preference will be given to candidates with direct experience in core banking operations and production support, rather than those with backgrounds primarily in Business Technology or Enterprise Architecture functions.
- Proven track record of managing mission-critical systems in BFSI/Fintech domains also preferred.
- Deep knowledge of incident management, change management, and release cycles.
- Strong understanding of software development lifecycle (SDLC) and production support methodologies.
- Exceptional communication and stakeholder management skills.
- Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy) is desirable.
- Familiarity with DevOps practices, monitoring tools, and automation is a plus.
Why Join Us?
- Lead a high-impact function at the core of a fast-growing digital bank.
- Drive transformation and automation in support services.
- Collaborate with forward-thinking teams across technology and business.
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