AVP, Product Support Analyst (L2 Service Recovery), Compliance Technology
Core
Leading a specialized team to resolve complex, escalated technical issues affecting critical banking systems and services, ensuring rapid restoration and system resilience.
Role type
Senior IC/Lead IT Operations & Incident Management
Builds
Production banking systems and services
Domain
Banking / Financial Services / IT Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Incident management, Root cause analysis, Team leadership, SLA/OLA management, System architecture improvement, ITSM frameworks, Cloud technologies, Database management, Monitoring tools, Unix/Linux
Preferred skills
ITIL certification, AI/Big Data experience, Core banking platform knowledge
Technologies
AWS, Splunk, Dynatrace, Nagios, Hadoop, Prometheus, SQL, Oracle, ServiceNow, Jira
Responsibilities
Lead and manage the L2 Service Recovery Team, Oversee end-to-end resolution of complex incidents, Act as primary escalation point for major incidents, Conduct root cause analysis for recurring incidents, Develop and maintain incident management processes, Identify trends to recommend system improvements, Manage team schedules and on-call rotations
Seniority
Senior, hands-on IC with team leadership
