Vice President - Production Support Domain Lead

Position: Vice President - Application Production Support Domain Lead
Location: Bengaluru

Job Title:

Application Production Support Domain Lead
Department : CIB IT APS
About Business line/Function:
Corporate and Institutional Banking or CIB Business Line consists of multiple métiers like Client Engagement and Financial Security, Global Markets, Global Banking and Securities Services, each dealing with a specific set of Business function.
Application Production Support (APS) is a critical vertical within CIB ensuring 24
* 7 availability, stability and performance of CIB's mission-critical application in production. Resolving incidents, managing changes, and optimizing systems to minimize disruptions to trading, payments, risk management, and client services. Driving transformation through automation, cloud adoption, AI/ML-driven support, and legacy modernization
Position

Purpose:

As the  Senior Domain Lead for Application Support , own the  end-to-end operational stability, resilience, performance, and continuous improvement  of  global, complex CIB applications  critical to  Client Engagement and Financial Security . This role demands a  strategic leader  with deep expertise in  Production Support, Stake Holder Management, IT Service Management (ITSM), automation and  drive  operational excellence, risk reduction, and cost efficiency  across a  multi-geography, 24x7 support model .
This role demands leading a  high-performing global team , collaborate with  Development, Infrastructure, Security, and Business stakeholders , and ensure  adherence to regulatory, audit, and CIB standards  while fostering a culture of  innovation, automation, and talent development .
Responsibilities
Direct Responsibilities
Strategic Leadership & Operational Excellence
Global Support Ownership:  Lead a  high-visibility application support team  for  CIB's Client Engagement & Financial Security platforms , ensuring  SLA adherence, incident resolution, and proactive risk mitigation  across  AMER, EMEA, and APAC .
Service Improvement:  Drive  continuous improvement  in  Incident, Problem, and Change Management KPIs  (e.g., MTTR, L3 escalation reduction) with  data-driven insights  and  automation .
Resiliency & IT Continuity:  Own  Disaster Recovery (DR), Business Impact Analysis (BIA), and IT Continuity Planning (ICP)  to ensure  zero downtime  for critical applications.
Stakeholder Governance:  Act as the  single point of contact  for  Business, Development, and Infrastructure teams , ensuring alignment on Operational Governance,  support models, SLAs, and prioritization  (e.g., Follow-the-Sun).

Direct Responsibilities

1. Strategic Leadership & Operational Excellence
Global Support Ownership:  Lead a  high-visibility application support team  for  CIB's Client Engagement & Financial Security platforms , ensuring  SLA adherence, incident resolution, and proactive risk mitigation  across  AMER, EMEA, and APAC .
Service Improvement:  Drive  continuous improvement  in  Incident, Problem, and Change Management KPIs  (e.g., MTTR, L3 escalation reduction) with  data-driven insights  and  automation .
Resiliency & IT Continuity:  Own  Disaster Recovery (DR), Business Impact Analysis (BIA), and IT Continuity Planning (ICP)  to ensure  zero downtime  for critical applications.
Stakeholder Governance:  Act as the  single point of contact  for  Business, Development, and Infrastructure teams , ensuring alignment on Operational Governance,  support models, SLAs, and prioritization  (e.g., Follow-the-Sun).
2. Technical & Process Innovation
Monitoring & Observability:  Enhance  real-time monitoring  (Dynatrace, Geneos, Open Search) and  alerting frameworks  (MONACO – Monitoring as Code) to  preemptively detect and resolve issues .
Automation & Efficiency:  Champion  automation of manual processes  (e.g., release deployments, incident triage) using  Python, Ansible, or CI/CD pipelines  to reduce  toil and operational risk .
Technical Deep Dives:  Lead  root-cause analysis (RCA)  for  P1/P2 incidents , ensuring  permanent fixes  and  knowledge transfer  to reduce  L3 dependency .
Capacity & Performance:  Partner with  Infrastructure & Cloud teams  to optimize  application/infra capacity ,  cost efficiency , and  scalability  (on-prem/cloud).
3.…