VP, IT Production Support

Ensure the availability, reliability, and performance of all applications within scope in alignment with defined SLAs.

Oversee and govern incident, problem, change, and release management processes to ensure operational discipline and service consistency.

Ensure adherence to established operational procedures, policies, and internal standards.

Oversee the execution of root cause analysis (RCA) for complex issues and ensure implementation of preventive and corrective actions.

Ensure all incidents and problems are resolved within defined service levels.

Serve as the primary interface between business users, application development teams, infrastructure teams, and external vendors.

Communicate complex technical issues in a clear and concise manner to non-technical stakeholders.

Manage communication during major incidents, including timely reporting to senior management and business stakeholders.

Oversee vendor performance to ensure compliance with contractual obligations and service level commitments.

Optimize resource allocation to meet business priorities while maintaining cost efficiency within approved budgets.

Ensure compliance with organizational policies, IT governance frameworks, and regulatory requirements.

Conduct risk assessments related to production environments and implement appropriate mitigation strategies.

Lead, develop, and mentor production support teams to build strong technical expertise and operational capability.

Identify and drive initiatives to enhance operational efficiency, reduce manual intervention, and improve service quality.

Bachelor's degree in Computer Science, Information Technology, or a related field.

10 years of experience in IT Production Support / Application Support / IT Operations.

5 years in leadership roles, managing teams in a production support environment.

Strong experience in Incident, Problem, and Change Management (ITIL framework), Production support in complex, high-availability systems, and managing major incidents and stakeholder communications

Proven ability to work across multiple teams (Infrastructure, Development, Vendors).

Strong analytical and problem-solving skills with a structured approach to RCA.

Experience in vendor management and budget/resource planning.

Excellent communication skills with the ability to engage both technical and business stakeholders.

Understanding of banking business processes and logic would be an advantage.

Willingness to work in a 24×7 production support environment, including on-call and on-demand service support as required.

Familiarity with banking technology platforms such as databases (DBA), servers, networks, EAI, MQ, SQL scripting, AS/400, mainframe platforms, open systems, and virtual machines would be an advantage.