AVP, Production Support Engineer (Front Office)

What will you do as a Production Support Engineer?

• Front Office hands-on support: Provide hands-on L1 and L2 support in a follow-the-sun model—working in close partnership with the team in Singapore—for Front Office applications and platforms spanning Portfolio Management, Order and Execution Management (OMS/EMS), Trading Lifecycle, Investment Workflows, and Research and Analytics.
• Production monitoring: Own the health, stability, and performance of the production environment using modern observability tools and dashboards; proactively detect and pre-empt issues before they impact trading.
• Incident management: Respond to, triage, and drive production incidents to resolution with minimal business impact, staying calm and decisive under pressure. Document incidents and conduct thorough root-cause analysis and follow-up.
• Cordination & communication: Act as the central point of coordination during incidents—clearly communicating status, impact, and next steps to Front Office stakeholders, technology teams, and senior management across regions and time zones.
• Change management: Review and execute system upgrades and deployments, ensuring minimal risk and disruption to production services.
• User support: Partner closely with Front Office end-users and stakeholders, responding to queries and resolving issues with urgency and a service-first mindset.
• Vendor engagement: Collaborate with Solution Providers and vendor support teams to troubleshoot, mitigate, and resolve issues related to third-party products.
• Issue investigation: Investigate production issues end-to-end and engage relevant teams (e.g., infrastructure, data engineering, application teams) for mitigation and strategic solutions.
• System resiliency: Drive system failover, disaster recovery, and resiliency processes to safeguard business continuity.
• Automation & AI-driven improvement: Identify opportunities to apply automation, AI frameworks, and agentic AI tooling to reduce toil, accelerate diagnostics, and continuously improve the efficiency and reliability of application support.
• Documentation: Maintain comprehensive run books, incident resolutions, and system configuration documentation.

What makes you a successful candidate?

• Experience & mindset: Bachelor’s degree in computer science, Information Technology, or equivalent practical experience; 8+ years of hands-on experience in production/application support, Site Reliability Engineering, or system administration; self-starting go-getter who takes ownership, works calmly and effectively under pressure, and thrives in a fast-paced, high-stakes environment; outstanding coordination, communication, and interpersonal skills; team-oriented mindset with a strong streak of independence and accountability; stellar problem-solving and analytical skills, with sharp attention to detail and the ability to multitask across competing priorities.
• Technical skills: Hands-on experience with AWS cloud and container orchestration using Kubernetes; experience with modern AI frameworks and tools, including agentic AI, applied to operations, automation, and diagnostics; hands-on experience with monitoring and observability tools (e.g., Datadog, Splunk); familiarity with database management systems (e.g., MSSQL, PostgreSQL, Oracle); comfort with scripting (e.g., Python, Bash) to build automation and tooling.