Vice President, Production Support Analyst-AI Adoption-Liquidity & Margin Service Platform

Vice President, Production Support Analyst-AI Adoption-Liquidity & Margin Service Platform

We're seeking a future team member for the role of Vice President, Production Support Analyst-AI Adoption-Liquidity & Margin Service Platform to join our Liquidity and Margin Services team in the Markets space. This role is located in Pittsburgh.

In this role, you'll make an impact in the following ways:

• Provide production services support for critical Liquidity and Margin Services applications, ensuring platform stability, availability, and operational resilience
• Act as the first line of defense for supported applications, proactively monitoring systems, alerts, dashboards, and batch processes to identify and mitigate risks before business impact occurs
• Investigate and resolve production incidents, user issues, and service requests raised by Operations, Product, and Client Service teams
• Perform incident triage, impact assessment, root cause analysis, and escalation to appropriate development teams when required
• Serve as the bridge between business users and application development teams, ensuring clear communication, timely updates, and effective issue resolution
• Support production change activities, including validation, implementation readiness, post-change checks, and adherence to change governance processes
• Maintain accurate operational records through Service Now incidents (INC), change requests (RFC), and related support documentation
• Support and maintain monitoring configurations, alerting thresholds, and operational runbooks to improve early detection and response capabilities
• Partner with development, infrastructure, middleware, database, and enterprise support teams in a platform operating model to deliver reliable service outcomes
• Contribute to continuous improvement efforts by identifying recurring issues, automation opportunities, and process optimization initiatives
• Provide timely status communications to internal stakeholders during incidents, outages, and priority production events
• Support applications across the Liquidity and Margin Services portfolio
• Leverage AI-enabled tools and modern support practices to improve investigation efficiency, knowledge management, and operational productivity
• Create and maintain knowledge articles, support guides, FAQs, Confluence documentation, and troubleshooting notes for team-wide use

To be successful in this role, we're seeking the following:

• Bachelor's degree in computer science, engineering, information systems, or a related discipline, or equivalent work experience required
• Significant experience in production support, application support, or production services within financial services or a comparable high-availability environment
• Strong understanding of incident, problem, and change management processes
• Experience using service management and workflow tools such as Service Now for incidents, change requests, and operational tracking
• Hands-on experience with application monitoring, alert management, and observability tooling
• Ability to investigate application failures, data issues, job failures, interface breakdowns, and environment-related incidents across distributed systems
• Strong analytical and troubleshooting skills, with the ability to assess impact, identify probable causes, and coordinate resolution across multiple teams
• Experience supporting business-critical applications in a fast-paced, time-sensitive production environment
• Strong communication and stakeholder management skills, with the ability to provide concise updates to technical and non-technical audiences
• Ability to work closely with Operations, Product, Client Service, and development teams while maintaining strong ownership and accountability
• Knowledge of middleware, messaging, scheduling, or integration patterns such as MQ, Kafka, APIs, file transfers, or batch processing is preferred
• Familiarity with database querying and analysis using SQL is preferred
• Comfort working across Windows and Linux environments
• Experience with scripting or automation for support efficiency is a plus
• Familiarity with Confluence, knowledge repositories, operational playbooks, and support documentation practices
• Understanding of production controls, application health checks, alert tuning, and operational risk reduction
• Ability to remain calm under pressure, manage priorities effectively, and drive incidents through to resolution
• Experience using AI tools such as Git Lab, Windsurf, Copilot, or similar productivity tools is a plus