Front Office Production Support

Job Description

We are seeking a hands-on Production Support to join a growing technology team supporting critical front-office business applications. This role is ideal for someone who enjoys troubleshooting complex issues, investigating root causes, driving resolutions, and improving platform reliability through automation and operational excellence.

This is a business-facing role that combines production support responsibilities with Site Reliability Engineering (SRE) practices in a modern cloud-based environment. The successful candidate will work closely with business users, application owners, and technology teams to ensure the smooth operation of key investment applications.

Key Responsibilities

• Provide production support for critical business applications, ensuring high availability and operational stability.
• Investigate and resolve production incidents, performing detailed root cause analysis before escalating where necessary.
• Monitor applications, infrastructure, and scheduled jobs, proactively identifying and addressing potential issues.
• Troubleshoot issues across cloud, Kubernetes, Linux, databases, and application layers.
• Support and manage batch scheduling platforms such as Control-M or Autosys.
• Communicate effectively with business users during incidents, providing timely updates and managing expectations.
• Drive continuous improvement initiatives by automating repetitive operational tasks and enhancing support processes.
• Partner with technology teams and system owners to improve platform reliability, resiliency, and operational efficiency.
• Participate in an on-call and weekend support rotation as required.
• Contribute to SRE initiatives, including monitoring, observability, automation, and operational best practices.

Requirements

• 5+ years of experience in Production Support, Application Support, or SRE environment.
• Strong incident management, problem management, and troubleshooting capabilities.
• Proven ability to independently investigate issues using logs, monitoring tools, database queries, and system diagnostics.
• Hands-on experience with Linux/Unix environments and Bash/Shell scripting.
• Experience supporting Kubernetes-based applications, including troubleshooting pods and containerized workloads.
• Knowledge of cloud platforms such as AWS and/or Azure.
• Experience with Control-M, Autosys, or similar enterprise scheduling tools.
• Strong SQL and database troubleshooting skills.
• Excellent communication and stakeholder management skills, with experience supporting business users.
• Ability to perform effectively in a fast-paced environment and take ownership of issues through to resolution.