Role Overview
Production Support Lead to own end‑to‑end support for a new agentic AI platform that integrates with multiple upstream systems (email ingestion, market data, alerting, internal applications) and writes to downstream systems across Front Office, Middle Office, and Back Office. The platform is fully hosted on AWS, with connectivity to on‑prem identity, vault, and enterprise systems.
The Lead will face business users of the platform, run a global follow‑the‑sun support model, and manage both internal staff and an external managed‑services vendor providing operational manpower and user‑facing support coverage.
Key Responsibilities
Global Support Ownership
Establish and run a follow‑the‑sun support model across India, US, UK, and Europe.
Serve as the primary escalation point for all production issues; escalate to engineering only when required.
Build internal support capability while managing vendor‑provided offshore/onshore teams for seamless 24×7 coverage.
Vendor Management (Managed‑Services Partner)
Act as the operational owner for the managed‑services vendor, ensuring SLA adherence, staffing adequacy, and quality of service.
Conduct daily/weekly governance with vendor leads: issue reviews, performance tracking, and continuous improvement.
Ensure vendor analysts follow runbooks, SOPs, and escalation protocols precisely.
Drive alignment between vendor teams and internal engineering/support groups on incident handling, communication standards, and release readiness.
Evaluate vendor performance, identify gaps, and implement corrective actions or capability enhancements.
Business & Stakeholder Management
Serve as the face of production support for Department A business users.
Manage relationships with upstream/downstream system owners across Front, Middle, and Back Office.
Lead communication during incidents, releases, and major changes, ensuring clarity and timeliness.
Technical Leadership
Lead incident management, root‑cause analysis, capacity planning, and performance tuning for low‑latency, high‑throughput workflows.
Partner with DevOps and SRE teams to drive automation and intelligent tooling to reduce manual support load and improve MTTR.
Engineering Partnership & Feedback Loop
Partner closely with in‑house SRE, DevOps, Infrastructure, and execution pods to provide structured feedback from production issues.
Recommend fixes, design improvements, and automation opportunities to reduce recurring incidents and ease support pressure.
Ensure production learnings are fed into backlog grooming, release planning, and architectural discussions.
Influence engineering roadmaps by highlighting operational bottlenecks, scaling needs, and reliability gaps.
Operational Excellence
Engage with release and change management processes across global environments.
Ensure compliance with enterprise risk, audit, and business continuity requirements.
Maintain runbooks, SOPs, knowledge repositories, and operational readiness for new features.
Required Experience & Skills
15+ years in application/production support, including L1–L3 ownership.
Proven leadership in global support operations and vendor‑managed delivery models.
Strong experience managing external partners providing follow‑the‑sun support and user‑facing services.
Hands‑on background with AWS, Linux/Windows, databases (MongoDB, Oracle, Sybase), and scripting (Shell/Python).
Familiarity with enterprise schedulers (Autosys, Control‑M), ITSM tools (ServiceNow, JIRA), and monitoring platforms.
Demonstrated ability to work with SRE/DevOps/Infra teams to drive reliability improvements.
Excellent communication and stakeholder‑facing skills, especially with business users and cross‑functional teams.
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Preferred Qualifications
Exposure to AI/.
ITIL certification.
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.
As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
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Skills Required
- 15+ years of application or production support experience, including L1-L3 ownership
- Leadership experience in global support operations and vendor-managed delivery models
- Experience managing external partners providing follow-the-sun support and user-facing services
- Hands-on experience with AWS
- Hands-on experience with Linux and Windows
- Experience with MongoDB, Oracle, and Sybase databases
- Scripting experience with Shell and Python
- Familiarity with Autosys and Control-M enterprise schedulers
- Familiarity with ServiceNow and JIRA ITSM tools
- Experience with monitoring platforms
- Experience partnering with SRE, DevOps, and infrastructure teams to improve reliability
- Excellent communication and stakeholder-facing skills
- Exposure to AI
- ITIL certification
State Street Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about State Street and has not been reviewed or approved by State Street.
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Retirement Support — Retirement support is framed as a standout component, highlighted by a 401(k) match described as 100% on the first 6% of base salary. This is positioned as a meaningful offset to less competitive cash compensation for some roles.
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Leave & Time Off Breadth — Leave and time off are portrayed as relatively robust, with references to multi-week vacation, paid holidays, sick time, and additional days tied to wellness or volunteering. This breadth is repeatedly treated as a tangible part of total rewards beyond base pay.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle benefits are presented as extensive, including the BeWell program, fitness discounts, onsite or supported health resources, and financial counseling. These offerings are depicted as strengthening the overall benefits proposition even when pay satisfaction is tepid.
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