Senior Production Support Manager

6 days ago

Sheffield, United Kingdom CSI GLOBAL LTD Full time

Service Quality Lead(Production support) Sheffield- UK(Hybrid 2-3 days to office)
Contract to Hire

About the Role
The Onboarding and Know Your Customer (OBKYC) Value Stream delivers group-wide onboarding and KYC capabilities across global banking operations. As part of the Client Services and OBKYC Technology Group , we are seeking an experienced Service Quality Lead to drive production stability, incident management, service resilience, and operational excellence across global platforms.
This role works closely with Business, Operations, Technology, SRE, DevOps, and Resilience Teams to ensure secure, scalable, and compliant banking services.
Key Responsibilities
Incident & Production Support
Monitor, troubleshoot, and resolve global production incidents with minimal downtime.
Provide L1 & L2 support and coordinate L3 support with vendors and application teams.
Lead post-incident Root Cause Analysis (RCA) and implement preventive measures.
Drive reduction of recurring incidents and improve system stability.
Global & Regional Coordination
Act as the primary bridge between regional teams and global SRE/DevOps teams .
Coordinate incidents across distributed banking systems .
Align with Operational Resilience teams on DR, compliance, and robustness.
Monitoring, Reporting & Process Excellence
Own observability platforms : Splunk, AppDynamics, Grafana.
Provide system health reports, SLA metrics, and trend analysis to senior leadership.
Enhance support processes, documentation, automation, and tooling .
DevSecOps & Automation
Optimize CI/CD pipelines and security workflows.
Implement Infrastructure as Code (IaC) using Terraform, Ansible, or CloudFormation.
Drive adoption of automation and resilience practices .
Compliance & Security
Ensure adherence to regional regulatory requirements, cybersecurity laws, and global banking standards .
Protect sensitive financial data during incident resolution.
Team Leadership
Lead and mentor production support & DevSecOps engineers .
Ensure on-call readiness, operational discipline, and performance excellence .
Required Experience & Qualifications
~8+ years in IT Production Support in global banking environments
~ Proven experience supporting mission-critical banking applications
~ Strong exposure to incident management, RCA, and high-availability systems
~ Experience coordinating with global SRE & DevOps teams
~ Strong understanding of banking regulations & compliance

Technical Skills
Primary Skills
Java Production Support / Development
Unix/Linux Shell Scripting
Ansible, Jenkins, Git, CI/CD
ServiceNow, JIRA
PostgreSQL
Secondary Skills (Good to Have)
Kafka, IKP, HIC Infrastructure
Cloud Platforms: AWS / Azure / GCP
Containers: Docker, Kubernetes, Helm
Secrets Management: Vault, AWS Secrets Manager
Automation: Python, Bash, Go
Monitoring & Observability
~ Splunk, AppDynamics, Grafana

Databases
~ Oracle, MongoDB, PostgreSQL

Soft Skills
Excellent verbal & written communication (English)
Strong stakeholder management
Ability to perform under pressure
Proactive, process-driven, and solution-oriented mindset

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