Applications Support Senior Analyst - Assistant Vice President

Job Description

The Assistant Vice President (AVP) – Application Support is a senior production support role responsible for ensuring the stability, availability, performance, and resiliency of business-critical trading and market data applications. The role requires strong technical expertise, operational leadership, stakeholder management, and a proactive approach to driving continuous improvement across support processes, platform reliability, and operational efficiency.

The successful candidate will partner closely with business stakeholders, development teams, infrastructure teams, and vendors to provide high-quality support, manage incidents, lead recovery efforts, and deliver strategic initiatives that improve application stability, effectiveness, and scalability. The role also serves as a subject matter expert (SME) and mentor within the support organization.

Responsibilities:

• The Apps Support Senior Analyst provides end-to-end production support for critical trading and market data applications, ensuring high availability, stability, and performance while meeting Service Level Agreements (SLAs).

• Perform start-of-day checks, continuous application monitoring, health assessments, and regional handover activities to ensure seamless business operations.

• Lead incident management, major incident triage, and service restoration activities, providing timely communication to business and technology stakeholders.

• Assess the risk and business impact of production incidents and ensure timely escalation, resolution, and stakeholder updates.

• Manage, maintain, and support applications and their operating environments, focusing on stability, resiliency, quality, and operational excellence.

• Act as the primary liaison between business users, traders, technology teams, infrastructure teams, and external vendors to drive issue resolution and service improvements.

• Provide short-term resolutions for production issues and partner with development teams to implement long-term strategic fixes.

• Drive stability, efficiency, effectiveness, and automation initiatives to improve application reliability and reduce operational overhead.

• Analyze application, infrastructure, and business process issues to identify root causes, recurring patterns, risks, vulnerabilities, and improvement opportunities.

• Lead and participate in application failover testing, disaster recovery exercises, technical upgrades, and resiliency validation activities.

• Support the full software release lifecycle, including planning, testing, deployment, implementation, post-release validation, and production acceptance.

• Perform post-implementation reviews and release health checks to ensure successful deployments and system functionality.

• Partner with development and engineering teams to prioritize bug fixes, technical debt reduction, and support tooling enhancements.

• Create, maintain, and continuously improve operational runbooks, knowledge articles, support procedures, and technical documentation.

• Ensure adherence to operational processes, technology standards, governance requirements, and support best practices.

• Identify opportunities to maximize the value and effectiveness of supported applications through process optimization and technology enhancements.

• Act as a Subject Matter Expert (SME) for supported platforms and provide guidance to senior stakeholders, partner teams, and support personnel.

• Mentor and coach junior team members, promoting knowledge sharing, operational readiness, and technical skill development.

• Leverage monitoring, observability, and analytics tools to proactively identify risks, performance bottlenecks, and service degradation.

• Collaborate across infrastructure, application development, and business teams to deliver continuous service improvements and operational excellence.

• Make sound, data-driven decisions in complex and time-sensitive situations, applying strong analytical and problem-solving skills.

• Lead and contribute to support-related projects focused on platform modernization, operational transformation, automation, and process standardization.

• Utilize AI-powered tools such as Devin, GitHub Copilot, Microsoft Copilot, or similar technologies to accelerate troubleshooting, root cause analysis, automation, incident resolution, and operational efficiency improvements.

• Develop a strong understanding of business workflows, market operations, and application dependencies to support business objectives effectively.

• Ensure compliance with all applicable policies, regulatory requirements, risk management standards, and control procedures while safeguarding the firm's reputation, clients, and assets.

• Demonstrate ownership, accountability, and transparency in managing production issues, control concerns, and operational risks.

Qualifications:

• ~5-11 years of experience in Application Production Support, SRE, or related technology support functions.
• Strong understanding of production support processes, incident management, change management, and problem management.
• Experience supporting business-critical applications within financial services environments.
• Good understanding of financial markets, particularly Equities and Fixed Income trading workflows.
• Proven track record of driving process standardization, automation, and operational improvements.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to manage multiple priorities in a fast-paced, high-pressure environment.
• Excellent stakeholder management, communication, and interpersonal skills.
• Experience leading major incident calls and interacting with global business and technology stakeholders.
• Technical Skills : Unix, Shell Scripting, GENEOS ITRS, Autosys, GRAFANA,SQL, Infrastructure knowledge, Data streaming tools and technology, System design, Open shift, ECS, ELK Tool , Release Engineering Support, Troubleshooting and major incident triage capability, working knowledge on automation tools, Good domain knowledge of Equities and Fixed income trading flow. 
• Hands-on experience using AI-powered engineering and developer productivity tools such as Devin, GitHub Copilot, Microsoft Copilot, or similar AI assistants to accelerate troubleshooting, root cause analysis, incident resolution, log analysis, code review, automation development, and production support activities.
• Soft Skill : Excellent Communication Skill, Able to lead major incident call and speak with global stake holders.

Education:

• Bachelor’s/University degree or equivalent experience

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