Application, Infrastructure & Service Management, Off

Who we are looking for:

As part of the Production Management team we are looking for resources responsible for ensuring the stability, availability, and performance of business-critical production applications. The role involves incident management, problem management, monitoring, automation, release support, and continuous service improvement. The engineer partners with application development, infrastructure, business, and vendor teams to maintain operational excellence and minimize service disruptions.

As an Officer for AIS Production Support – Data Services, in this role you will be responsible for:

Production Support & Operations

• Pickup proactively and resolve tickets/requests from SS BU teams on application.
• Monitor production applications and infrastructure to ensure service availability.
• Investigate, troubleshoot, and resolve production incidents within agreed SLAs.
• Participate in major incident management, escalation, and recovery activities.
• Perform application health checks and production readiness reviews.

Incident & Problem Management

• Analyze incidents and perform root cause analysis.
• Drive permanent resolution of recurring issues.
• Facilitate post-incident reviews and corrective action tracking.
• Maintain known error records and support problem management activities.

Automation & Continuous Improvement

• Identify manual processes suitable for automation.
• Develop scripts and tooling to improve operational efficiency.
• Implement self-healing and resiliency capabilities.
• Reduce operational risk through process optimization and standardization.

Change & Release Support

• Support application deployments, releases, and infrastructure changes.
• Participate in change reviews and validation testing.
• Ensure successful implementation and rollback readiness.
• Validate production functionality following releases.

Stakeholder Management

• Communicate application status and incident updates to business stakeholders.
• Collaborate with development, infrastructure, and vendor teams.
• Support DR testing, onboarding activities, and production readiness assessments.

Working time/Other requirements

• Provide 24x7 on-call production support as required on a rotation basis.

• Stay on top of issues for your tower
• Assist PMG leads to managing sub groups members, as the key member.
• Drive application ownership and knowledge retention across the team.
• Accept early working shift from 6am-3pm local time from Tue-Sat.
• Independent Support coverage on Sat for DS Releases
• Leave on Sat is generally not permitted due to heavy workload on Sat release.
• Perform Sunday Checkout every 8w on Sunday night
• Mandatory DR participation.
• Adhoc weekend project participation.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related discipline.
• 4+ years of application production support experience.
• Strong understanding of Incident, Problem, Change, and Release Management processes.
• Experience supporting critical production systems in a 24x7 environment.
• Excellent analytical and troubleshooting skills.
• Strong verbal and written communication skills.

Technical Skills

Must Have

• SQL / Oracle Database
• Unix/Linux
• Shell Scripting
• Python
• ITIL Foundation concepts
• Monitoring tools (Splunk, Dynatrace, Geneos, AppDynamics, etc.)
• Production incident management
• Log analysis and troubleshooting

Preferred

• Azure / AWS Cloud
• Ansible
• Kubernetes / AKS
• Azure DevOps
• Snowflake
• Databricks
• Git
• Observability and telemetry platforms

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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