Production Support Lead 

Delivery Manager II

 

 

 

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

 

You Are:

We are seeking an experienced Production Support Lead with 15+ years of hands-on expertise in managing and supporting mission-critical applications in a fast-paced environment. The ideal candidate should have deep technical knowledge, strong problem-solving skills, and experience leading onsite support teams. This role involves close collaboration with business users, development teams, and offshore support teams to ensure the stability, availability, and performance of production systems.

 

The opportunity:

·       Hybrid: In office/remote

·       Lead and manage onsite production support operations for Investment Management business applications.

·       Monitor, troubleshoot, and resolve application issues to ensure high availability and reliability.

·       Act as a technical escalation point for complex production incidents and provide root cause analysis.

·       Ensure SLAs and KPIs are met by proactively addressing system performance and stability issues.

·       Drive incident management, problem management, and change management processes effectively.

·       Coordinate with offshore teams and ensure seamless knowledge transfer between onsite and offshore teams.

·       Liaise with business stakeholders to understand and prioritize issues, enhancements, and system upgrades.

·       Implement automation and process improvements to enhance system reliability and efficiency.

·       Conduct regular system health checks, performance tuning, and capacity planning.

·       Prepare and present reports on system performance, incidents, and resolutions to senior management.

·       Ensure compliance with security, risk, and audit requirements.

 

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

 

What you need:

·       15+ years of experience in Production Support / Application Support / Site Reliability Engineering (SRE).

·       Strong expertise in troubleshooting and debugging SQL databases, middleware, and application logs.

·       Knowledge of cloud platforms (AWS, Azure) is a plus.

·       Expertise with tools like JIRA, ServiceNow, PagerDuty

·       Experience in incident management, change management, and problem management using tools like ServiceNow, JIRA.

·       Proficiency in working with relational databases (SQL Server) and ability to write/debug SQL queries.

·       Experience with job scheduling tools (Tidal).

·       Strong analytical and problem-solving skills with a proactive approach to issue resolution.

·       Excellent communication skills to interact effectively with stakeholders at various levels.

·       Ability to work in 24x7 support models and manage critical incidents efficiently.

·       Preferred Qualifications:

·       ITIL Certification or experience working in an ITIL-based environment.

·       Exposure to DevOps, CI/CD pipelines, and automation tools like Ansible, Jenkins.

·       Prior experience in the Banking, Financial Services, Insurance (BFSI) or Investment Management domains.

·       Leadership experience in managing distributed support teams across multiple geographies.

·       Preferred knowledge in Tidal Job Scheduler for managing and automating batch jobs.

 

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: California

Compensation Range: $120,000-$180,000

 

 

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

 

What we believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters belonging, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

 

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

 

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

 

 

 

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