Who we are looking for:

As part of the Production Management team we are looking for resources responsible for ensuring the stability, availability, and performance of business-critical production applications. The role involves incident management, problem management, monitoring, automation, release support, and continuous service improvement. The engineer partners with application development, infrastructure, business, and vendor teams to maintain operational excellence and minimize service disruptions.

As an Officer in this role you will be responsible for:

Production Support & Operations

• Monitor Middle Office production applications and infrastructure to ensure service availability. 
• Investigate and resolve user queries, data issues, and business-related production support requests within agreed SLAs.

• Investigate, troubleshoot, and resolve production incidents within agreed SLAs. 

• Participate in major incident management, escalation, and recovery activities. 

• Perform application health checks and production readiness reviews. 

• Maintain operational runbooks, support documentation, and production procedures. 

Incident & Problem Management

• Analyze incidents and perform root cause analysis. 

• Drive permanent resolution of recurring issues. 

• Facilitate post-incident reviews and corrective action tracking. 

• Maintain known error records and support problem management activities. 

• Track and improve operational metrics including MTTR, incident volume, and service availability. 

Automation & Continuous Improvement

• Continuously reduce operational toil through automation and process optimization. 

• Develop scripts and tooling to improve operational efficiency. 

• Implement self-healing and resiliency capabilities. 

• Reduce operational risk through process optimization and standardization. 

Change & Release Support

• Support application deployments, releases, and infrastructure changes. 

• Participate in change planning, risk assessment, and implementation reviews. 

• Ensure successful implementation and rollback readiness. 

• Validate production functionality following releases. 

• Support CI/CD pipeline activities and automated deployment processes. 

Stakeholder Management

• Communicate application status and incident updates to business stakeholders. 

• Collaborate with development, infrastructure, and vendor teams. 

• Support DR testing, onboarding activities, and production readiness assessments. 

Observability & Reliability Engineering 

• Build and maintain monitoring, alerting, and observability solutions using tools such as Splunk, Dynatrace, Grafana, and Azure Monitor. 

• Define and maintain operational dashboards, application service health indicators, and key operational metrics. 
• Establish and track application business-critical metrics, service reliability objectives, and trend analysis.

• Leverage monitoring, telemetry, and log analytics to proactively identify service degradation and operational risks. 

Working time requirements

• Provide 24x7 on-call production support as required.
• 7:00 – 16:00 CST 2 days/week per shift planning
• 9:00 – 18:00 CST
• 6:30 – 2:30 CST Weekend L2 on-duty  every 6-8 weeks
• Weekend release/deployment support (ad-hoc based, approximately every 1-2 weeks)

• Stay on top of issues within the assigned support tower and collaborate with cross-functional teams to ensure timely resolution. 
• Act as a key member within the support tower and provide guidance to junior team members.
• Lead complex incident troubleshooting and coordinate cross-functional recovery efforts.
• Drive operational improvement and automation initiatives across supported applications.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related discipline.
• 5+ years of application production support experience.
• Strong understanding of Incident, Problem, Change, and Release Management processes.
• Strong sense of responsibility and ownership in managing production incidents/events
• Experience in financial industry and good knowledge in accounting/investment management lifecycle/middle office business
• Experience in supporting critical production systems in a 24x7 environment.
• Excellent analytical and troubleshooting skills.
• Strong verbal and written communication skills
• Fluent in spoken English with strong listening

Technical Skills

Must Have

• SQL / Oracle Database
• Unix/Linux/Windows
• Shell Scripting
• Python/Powershell or any other programming language
• ITIL Foundation concepts
• Monitoring tools (Splunk, Dynatrace, Geneos, Grafana, Azure Monitor etc.)
• Production incident management
• Log analysis and troubleshooting
• Kafka/RabbitMQ/IBM MQ

Preferred

• Azure / AWS Cloud
• Ansible
• Kubernetes / AKS
• Azure DevOps
• Snowflake
• Databricks
• Git
• Observability and telemetry platforms or other AIOps experience

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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