Lead Solutions Analyst - Production Support / Release Management

Join Project Triumph at the heart of the Asset & Wealth Management Division, working on one of the most interesting and challenging projects with truly cutting-edge technologies. We are first and foremost seeking individuals who are genuinely passionate about solving business challenges through innovation and sound engineering practices.

As a Production Support & Release Manager, you will support high-volume, low-latency scalable applications and microservices that interface with Investment Management Systems and other downstream systems facilitating STP workflows for our stakeholders.

You will apply deep expertise across every facet of production support while partnering closely with a wide range of stakeholders each day — including the portfolio manager group and operations — to remain focused on resolving issues comprehensively.

You will work seamlessly in a fast-paced Agile team within a large collaborative global team, helping build a culture of innovation and inclusion. We embrace a culture of experimentation, with a constant drive toward improvement and continuous learning, in a collaborative, trusting, and thought-provoking environment that champions diversity of thought and creative solutions serving the best interests of our customers globally.

Job Responsibilities

- Own incident management for production systems — triage, troubleshoot, resolve, and drive incidents to closure within SLAs
- Act as escalation point for major/severity-1 incidents; coordinate bridge calls and stakeholder communication
- Perform root cause analysis (RCA) and drive permanent fixes and preventative actions (problem management)
- Monitor system health, application performance, batch jobs, and infrastructure using observability tooling
- Maintain and improve runbooks, knowledge base articles, and standard operating procedures
- Track and report on support KPIs (MTTR, incident volume, SLA adherence, availability/uptime)
- Own the release calendar and coordinate release schedules across multiple teams and environments
- Plan, govern, and execute release/change management in line with organizational standards
- Manage deployment pipelines, cutover plans, rollback/back-out plans, and go/no-go decisions
- Ensure adherence to CI/CD, versioning, and configuration management practices
- Coordinate UAT sign-off, release readiness reviews, and post-implementation validatio

Required qualifications, capabilities, and skills

- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience)
- 5+ years of experience in production/application support and/or release management
- Proven experience managing production environments and coordinating releases in a complex, enterprise setting
- Strong understanding of the software development lifecycle (SDLC) and the ITIL service management framework & related industry and product knowledge
- Technical fluency in: Incident/change tooling (ServiceNow, Jira); CI/CD & release (Jules/Jenkins); Version control (Git, Bitbucket); Monitoring/observability (Splunk, Dynatrace, Grafana); Scripting (Shell/Bash, Python, PowerShell); Databases (SQL query skills, Oracle); Cloud/Infra (Docker, Kubernetes, basic Linux/Unix administration); Config management (Ansible)
- Strong communication — able to translate technical issues for business and executive stakeholders during high-pressure incidents
- Calm under pressure and decisive in crisis/major-incident situations
- Excellent coordination and stakeholder management across development, QA, infrastructure, and business teams
- Strong organizational and planning skills; detail-oriented with risk awareness, and an analytical, structured problem-solving mindset

Preferred qualifications, capabilities, and skills

- Certifications: ITIL v4, PMP/PRINCE2, AWS/Azure certifications, Scrum/SAFe
- Experience in a regulated industry (financial services, healthcare) with associated compliance/audit requirements
- Experience with DevOps culture, SRE practices, and automation of manual support tasks
- Familiarity with disaster recovery (DR) and business continuity planning
- Batch and scheduling experience — Autosys or similar
- Charles River IMS experience
- Ownership mentality with a focus on continuous service improvement