Associate Director - QTS Fixed Income Production Services Support (Capital Markets

What is the opportunity?

We are seeking an experienced highly motivated Production Services Support Analyst for our fast-paced Capital Markets, QTS, and Fixed Income Production Application Support team.

We are seeking an experienced highly motivated Production Services Support Analyst for our fast-paced Capital Markets, QTS, and Fixed Income Production Application Support team. This position will be hands-on, providing production application support services to the Fixed Income Trading Business, leveraging ITIL service management principles of Event, Incident, Problem and Change management and serve as primary escalation point for any issues impacting the production environment.

The ideal candidate should have strong capital markets experience and serve as the face for CM Business, Development, and Infrastructure teams.

Maintain maximum system availability across the Flow Derivatives applications stack through rapid, precise incident remediation with a strong emphasis on automation. Lead a global team of around 10 support specialists delivering around-the-clock monitoring and response to minimize business impact and accelerate resolution times for production incidents.

Serve as a key strategic contributor to the FIC Production Services organization, helping shape its vision, strategies, and direction. Provide the leadership required to drive organizational change and execute the strategy successfully, partnering closely with senior business stakeholders to align priorities and deliver timely, accurate reporting on critical system performance.

Deliver best-in-class service by ensuring stability of mission-critical environments, driving efficiency through automation, and proactively mitigating risk. Establish and maintain well-defined production support procedures that align with enterprise standards for IT risk, change management, incident management, and segregation of duties. Proactively identify operational risks and control gaps, escalating concerns promptly.

Engage with development teams throughout the development lifecycle to align objectives and build more resilient, maintainable platforms. Work with business partners to understand evolving needs and ensure production support strategies remain aligned with organizational priorities.

Engage with development teams throughout the development lifecycle to align objectives and build more resilient, maintainable platforms. Work with business partners to understand evolving needs and ensure production support strategies remain aligned with organizational priorities.

• 10+ years’ experience in IT with strong knowledge of Capital Markets including Fixed Income Products
• Prior in-depth experience in implementing and supporting large-scale production systems
• Solid Linux, SQL, and any scripting language (Shell, Perl, Java, Python, etc.); good Knowledge of enterprise scheduler platforms and monitoring tools (i.e. Control-M, Geneos, and Service Now).
• Working knowledge of underlying infrastructure and interoperability (servers, storage, network, middleware);
• solid knowledge of and experience ITIL implementing Service management practices (Event, Incident, Problem and Change management activities);
• production data Analysis using Service Now, PowerPoint presentations, MS Excel charts;
• ability to manage the priorities, book of work / open issues from trading desks and work across IT to capture, track, status update and drive issues to resolution.
• Excellent verbal and written communication skills and good temperament, with the ability to face off to challenging trading clients.
• Proven ability to lead and deliver results under pressure.

• Experience in any AI tool like Co-Pilot
• Experience Dev Ops and cloud technology (AWS, Grid Gain)
• Prior experience of leading Global Support team with onsite – offshore experience

Customer Service, Decision Making, Enterprise Application Delivery, Information Technology (IT) Infrastructure, Interpersonal Relationships, IT Systems Integration, System and Console Operations, System Applications, Systems Software

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