Principal / SVP - Production Support Leader - Financial Services

Client need a Support Manager who has supported apps running on those platforms and used ServiceNow for governance.

Required Education:

Master of Computer Applications (MCA) / Bachelor's in Computer Science

*Certifications:* ITIL v3 Foundation, COBIT5 Foundation

Required Skills & Experience:

in 24/7/365 Production / Application Support for mission-critical applications in Tier-1 Financial Services / BankingProven experience leading Global Follow-the-Sun support organization of 60+ members across onshore/offshore hubs (US, UK, Singapore, India)Expert in ITIL Service Management - Incident, Problem (RCA, KEDB), Change & Release Management (CAB, ServiceNow)

Major Incident & Escalation Management - owning outage bridges for 250+ monthly events, Tier-0 application recoverySLA/OLA Governance and Operational KPIs - Availability, MTTR, Deployment Success Rate, Change Failure Rate, Incident TrendsObservability & Monitoring Tools - Splunk, Grafana, Prometheus, AppDynamics (Implementation Leadership)

Platforms - Java/WebSphere, Mainframe (COBOL/CICS/DB2), SaaS Vendor ManagementAutomation & Self-Healing - driving automation to reduce manual effort and operational costCyber-Resiliency & Vulnerability Management - remediating 3000+ vulnerabilities monthly, BCP/DRAudit & Regulatory Compliance - sustaining audit-ready governance, Satisfactory audit outcomesStakeholder & Executive Reporting, Client Governance, Budget Ownership ($10M+)Modernization - Legacy to SaaS/AI migration, GenAI/LLM Integration (OpenAI, Anthropic)

Required Responsibilities:

Own full incident, problem, and change lifecycle governance via ServiceNow and CAB for 60+ applications.

Lead and mentor global 24/7 production support teams ensuring high availability for high-volume transaction platforms (4M+ users)Drive major incident response, chair outage bridges, perform root-cause analysis and preventive actions to achieve