Vice President, Production Support Analyst-AI Adoption-Liquidity & Margin Service Platform
On-sitePittsburgh, Pennsylvania, United States
Job Summary
Provide production services support for critical Liquidity and Margin Services applications, ensuring platform stability, availability, and operational resilience. Act as the first line of defense by proactively monitoring systems, alerts, and batch processes to identify and mitigate risks before business impact occurs. Investigate and resolve production incidents, user issues, and service requests raised by Operations, Product, and Client Service teams. Perform incident triage, impact assessment, root cause analysis, and escalation to appropriate development teams when required. Support production change activities, including validation, implementation readiness, post-change checks, and adherence to change governance processes. Maintain accurate operational records through ServiceNow incidents, change requests, and related support documentation. Support and maintain monitoring configurations, alerting thresholds, and operational runbooks to improve early detection and response capabilities. Leverage AI-enabled tools and modern support practices to improve investigation efficiency, knowledge management, and operational productivity. Create and maintain knowledge articles, support guides, FAQs, Confluence documentation, and troubleshooting notes for team-wide use.
Required Qualifications
- Bachelor's degree in computer science, engineering, information systems, or a related discipline, or equivalent work experience
- Significant experience in production support, application support, or production services within financial services or a comparable high-availability environment
- Strong understanding of incident, problem, and change management processes
- Experience using service management and workflow tools such as ServiceNow for incidents, change requests, and operational tracking
- Hands-on experience with application monitoring, alert management, and observability tooling
- Ability to investigate application failures, data issues, job failures, interface breakdowns, and environment-related incidents across distributed systems
- Strong analytical and troubleshooting skills, with the ability to assess impact, identify probable causes, and coordinate resolution across multiple teams
- Experience supporting business-critical applications in a fast-paced, time-sensitive production environment
- Strong communication and stakeholder management skills, with the ability to provide concise updates to technical and non-technical audiences
- Ability to work closely with Operations, Product, Client Service, and development teams while maintaining strong ownership and accountability
- Comfort working across Windows and Linux environments
Desired Qualifications
- Knowledge of middleware, messaging, scheduling, or integration patterns such as MQ, Kafka, APIs, file transfers, or batch processing
- Familiarity with database querying and analysis using SQL
- Experience with scripting or automation for support efficiency
- Familiarity with Confluence, knowledge repositories, operational playbooks, and support documentation practices
- Understanding of production controls, application health checks, alert tuning, and operational risk reduction
- Experience using AI tools such as GitLab, Windsurf, Copilot, or similar productivity tools
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