- Provide support for follow-the-sun L1 and L2 Production Support Model for Front Office applications and platforms that perform the following functions:
- Portfolio Management, (2) Order and Execution Management, (3) Trading Lifecycle, (4) Investment workflows, and (5) Research and Analytics
- Production Monitoring: Be accountable for the production environment's health and performance using monitoring tools and dashboards.
- Incident Management: Respond to and manage production incidents and ensure minimal impact on business operations. Document incidents and follow up on resolutions.
- Change Management: Review and execute system upgrades and deployments and ensure minimal risk and disruption to production services.
- User Support: Provide support to end-users and stakeholders, address queries and issues related to production services.
- Vendor Engagement: Collaborate with support personnel of Solution Providers, to troubleshoot, mitigate, and resolve issues related to vendor products.
- Issue Investigation: Investigate production issues and engage relevant teams (e.g. infrastructure, data engineering, application teams) for mitigation and strategic solutions.
- System Resiliency Management: Drive system failover and disaster recovery processes.
- Documentation: Maintain comprehensive documentation of application run books, incident resolutions, and system configurations.
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