production support Specialist team lead

Department
The role is as a member of a team within the Operations Technology (OT) department. OT consists of multiple teams in London, New York, Nashville, Hanoi & India. The teams are responsible for the firm's back and middle office applications. Team members include software developers, business and technical analysts, and quality assurance specialists. The applications supported by OT provide services for the following business functions: client reporting, internal reporting, performance calculation, reconciliation, regulatory and corporate reporting, data warehousing, pricing, performance attribution, settlements, trade routing, and portfolio accounting. There is a mix of in◦ house and off◦ the◦ shelf software. OT provides services to all the firms business units; equities, fixed income, institutional and retail, private wealth, and multi◦ asset.
Role
The role is for a production support specialist team lead to manage the level◦ one support for Operations and Corporate technology applications systems in AB. The production support specialist team lead will:
prepare shift schedule for 24 x 7 team adjusting coverage for peak demand and accommodating holiday/vacation/sick days.
provide recommendations for process improvement.
oversee escalation management procedures.
supervise the below operations performed by the team:
actively participate in the production management support process (Incidents, SLAs, Change Controls, Knowledge, Problems, etc.), identify opportunities for improvement, and plan/track follow◦ up action items.
support all infrastructure requirements (i.e., completing software releases, implementing patches, monitoring application batch processing, etc.).
work closely with second, third◦ level support teams and end users to resolve issues and requests promptly.
meet service level agreement (SLA) commitments defined.
maintain ongoing support documentation in Support Wiki.
ensure that best practices are followed following all compliance requirements such as Disaster Recovery and Audit.
The production support specialist team lead will work closely with the primary user teams in the UK and US, and with development and support teams in the UK, US, and other offshore locations.
We expect the production support specialist team lead work hours to span/overlap UK and US work hours.