Production Support Lead - Innovation_Delivery_Transformation

About the role

The Innovation & Delivery Transformation (I&DT) team at Deloitte is building the future of the firm’s business through new AI-native platforms and products. The team focuses on identifying, nurturing, scaling, and winning in new markets by investing in capabilities expected to drive growth three, five, and ten years into the future. The Converge for FSI business offers a unique opportunity combining start-up spirit with enterprise strength, developing differentiated financial services products that achieve product-market fit.

This role is part of the Asset Insight Suite (AIS) product and engineering team, serving as the Production Support Lead responsible for L3 production support. You will work directly with client implementation teams to resolve issues that cannot be addressed through initial triage or log review, ensuring the platform remains reliable, accurate, and compliant as new client engagements onboard. This role is critical to keeping client delivery timelines on track.

Responsibilities

• Own L3 triage and resolution for issues reported by client implementation teams across the full AIS pipeline.
• Diagnose data pipeline failures using the ABC (Audit, Balance, Control) framework to trace failed, delayed, or incorrect events and identify where in the pipeline a job stalled, failed, or produced unexpected output.
• Troubleshoot identity-resolution issues reported during implementation, determining whether the root cause is a data pipeline configuration issue, a source data quality issue, or a platform defect.
• Perform root-cause analysis on issues reported during onboarding and steady-state runs, document findings clearly for implementation teams, and implement fixes—primarily config corrections with occasional PySpark/Snowpark code changes.
• Act as the technical point of contact for implementation teams during active client onboarding, answering config-behavior questions, validating source feed mappings through medallion architecture, and confirming data product outputs match client specifications.
• Monitor platform health and reliability, including SLA adherence and event success rates, proactively flagging patterns that could affect multiple implementations before individual reports.
• Maintain and improve runbooks, config troubleshooting guides, and known-issue documentation based on recurring implementation-team questions to reduce repeat escalations.
• Support security and compliance posture by investigating and remediating access-control issues (RBAC, per-client/per-source data scoping) and ensuring resolutions meet audit expectations for handling client-confidential financial data.
• Implement small config-based enhancements requested by implementation teams during onboarding, adhering to established config patterns rather than requiring new engine development.
• Participate in an on-call/coverage rotation to support active implementations, with clear escalation paths to platform engineering for issues requiring deeper architectural changes.

Requirements

• 5+ years of software engineering experience.
• Ability to travel 20–25% on average, based on work, clients, and industries served.
• Must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Qualifications

• Strong SQL and data debugging skills, with comfort tracing issues through multi-layer data pipelines and long-format (key-value) data models.
• Working knowledge of PySpark and/or Snowpark; Python proficiency for writing fixes, scripts, and diagnostic tooling.
• Familiarity with AWS services relevant to the platform (EMR, S3, Glue) and/or Snowflake, depending on client deployment.
• Experience with production support/incident management practices—triage, root-cause analysis, clear documentation, and escalation discipline—ideally in a regulated or financial-services environment.
• Understanding of data lineage, audit, and identity-resolution concepts, or strong willingness to learn AIS’s specific model quickly.
• Comfort working directly with client-facing implementation teams under delivery timeline pressure, communicating clearly and staying calm under risk of missed deadlines.
• Working knowledge of general security practices for systems handling sensitive client and financial data.
• Strong written and verbal communication skills to translate technical root causes for both technical and non-technical stakeholders.
• Background in investment management, asset management, or another regulated financial services domain (e.g., wealth management, insurance, banking) is a strong plus, though not required to start.

Preferred

• Experience with AWS-based data infrastructure (EMR, S3, Glue) or Snowflake, depending on client environments.
• Experience working in a consulting or professional services delivery model where the same platform is implemented differently across multiple external clients with distinct requirements and timelines.

Pay

The wage range for this role is approximately $100,400 to $197,900. You may also be eligible to participate in a discretionary annual incentive program, subject to program rules, where awards depend on individual and organizational performance.