Production Support Lead - Innovation_Delivery_Transformation

About the role

The Innovation & Delivery Transformation (I&DT) team is building the future of Deloitte’s business through new AI-native platforms and products, investing in areas where growth is expected three, five, and ten years into the future. The Converge for FSI business offers both start-up spirit and enterprise strength, focusing on differentiated financial services products that achieve product-market fit.

This role is part of the Asset Insight Suite (AIS) product and engineering team, where you will lead L3 production support for AIS, working directly with client implementation teams to resolve issues and keep client delivery timelines on track.

Responsibilities

• Own L3 triage and resolution for issues reported directly by client implementation teams, spanning the full AIS pipeline.
• Diagnose data pipeline failures using the ABC (Audit, Balance, Control) framework—tracing failed, delayed, or incorrect events to identify where 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 the implementation team, 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 they are individually reported.
• Maintain and improve runbooks, config troubleshooting guides, and known-issue documentation based on recurring implementation-team questions, reducing repeat escalations over time.
• Support security and compliance posture by investigating and remediating access-control issues (RBAC, per-client/per-source data scoping) and ensuring resolution meets audit expectations for a platform handling client-confidential financial data.
• Implement small config-based enhancements requested by implementation teams during onboarding, working within established config patterns.
• 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 the work and clients served.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Qualifications

• Strong SQL and data debugging skills—comfortable 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/ability to learn AIS’s specific model quickly).
• Comfort working directly with client-facing implementation teams under delivery timeline pressure, communicating clearly and staying calm when deadlines are at risk.
• Working knowledge of general security practices for systems handling sensitive client and financial data.
• Strong written and verbal communication skills—this role sits between implementation teams and the product team, translating 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)—familiarity with concepts like AUM, NAV, positions/transactions, or portfolio accounting is a strong plus.

Preferred

• Experience with AWS-based data infrastructure (EMR, S3, Glue) or Snowflake, depending on the client environments this role will support.
• 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 the rules governing the program, whereby an award, if any, depends on various factors, including individual and organizational performance.