Vice President, Production Services Application Support

Description In this role, you’ll make an impact in the following ways: In this role, you will play a critical part in protecting production stability, accelerating service recovery, and driving continuous improvement across mission-critical platforms. - Own end-to-end support for mission-critical applications, ensuring high availability, stability, resiliency, and timely incident resolution. - Lead complex technical triage across application, database, middleware, messaging, batch, and infrastructure layers to restore service quickly and effectively. - Support payments applications, including transaction flow validation, issue analysis, health checks, and operational readiness. - Drive incident and problem management, root cause analysis, service restoration, and permanent fix follow-up for high-impact production issues. - Partner across application development, DBA, infrastructure, network, middleware, operations, and business teams to resolve issues, reduce risk, and improve reliability. - Monitor application health and identify risks using Splunk, Grafana/Optics, AppDynamics, Moogsoft, and other observability tools. - Support batch scheduling, recovery, and operational validations using Control-M and approved support procedures. - Execute and validate deployment, release, and change activities through GitLab / CI/CD pipelines aligned to change standards. - Champion automation using Ansible and UNIX/Linux scripting to reduce manual effort, improve consistency, and strengthen operational controls. - Support MQ and Kafka platforms to ensure stable integration and operational continuity. - Maintain support documentation, runbooks, knowledge articles, escalation guides, and recovery procedures. - Participate in production readiness reviews, resiliency testing, disaster recovery exercises, and failover validations. - Use ServiceNow for incident, problem, change, service request, and follow-up tracking. - Collaborate with global teams and deliver clear, confident updates during incidents, bridge calls, and leadership communications. - Leverage AI tools such as Microsoft Copilot to elevate documentation, analysis, reporting, knowledge management, and team productivity. To be successful in this role, we’re seeking the following: - Bachelor’s or higher degree in computer science, engineering, or a related discipline, or equivalent work experience. - 10+ years of proven experience in production support, application support, or technology operations. - Demonstrated success supporting enterprise-scale, mission-critical applications in complex production environments. - Knowledge of payments domain flows, transaction processing, and production issue analysis. - Hands-on Oracle SQL experience for querying, troubleshooting, data validation, and issue investigation. - Strong UNIX/Linux skills, including log analysis, file system checks, process monitoring, and command-line troubleshooting. - Hands-on experience with Ansible for automation and operational task execution. - Knowledge of AppEngine and application runtime support. - Experience with GitLab and CI/CD pipelines for deployment, release, and validation activities. - Experience with Control-M or similar enterprise batch scheduling tools. - Experience with Splunk, Grafana/Optics, AppDynamics, Moogsoft, and related observability platforms. - Experience using ServiceNow for ITSM, including incident, problem, change, and service request management. - Proficiency in messaging technologies such as MQ and Kafka. - Exposure to AI-enabled productivity tools such as Microsoft Copilot. - Strong understanding of incident, problem, and change management, production readiness, and operational risk controls. - Ability to analyze logs, alerts, batch failures, messaging issues, transaction breaks, infrastructure events, and application errors to identify root cause and remediation. - Excellent communication and stakeholder management skills, with the ability to translate technical issues into clear updates for technology, operations, business, and leadership stakeholders. - Ability to stay composed under pressure, take ownership during critical incidents, and drive issues to closure with urgency and accountability.