Production Support Manager

Job description

Job Title - Production Support Manager Location - India (Gurugram / Pune) Reports to Head of Production Support For advertising: About FNZ Who we are: FNZ Group is an established and rapidly growing company in the financial technology sector. We partner with the entire industry to make wealth management accessible to more people. Today, we partner with over 650 financial institutions and 12,000 wealth management firms, enabling over 24 million people across all wealth segments to invest in the things they care the most about, on their own terms. We have over 30+ offices globally with 6000+ employees (and growing!). To learn more about us and our journey, check out our careers site. Role Description Role Overview As Production Support Manager, you’ll take end-to-end ownership of Production Support outcomes for a regional cluster (e.g., UK / EU / APAC / NAM) delivered from our Global India Hub. You’ll lead talented teams across multiple platforms, set the operational rhythm, and partner closely with global stakeholders to keep our services stable, resilient, and continuously improving. If you enjoy high ownership, fast-paced delivery, and being the calm, decisive leader when it matters most, this role gives you the scope and visibility to make a real impact. Key Responsibilities Regional Ownership & Service Delivery · Own Production Support delivery for your region from the India Hub—across platforms, teams, and priorities. · Set a consistent, ITIL-aligned approach to incident, problem, and change management to protect stability and customer outcomes. · Track and improve service performance through clear ownership of SLAs, KPIs, incident trends, and operational health. · Balance demand, capacity, and cost—driving smarter planning, prioritization, and productivity. · Proactively manage operational risk for the region, bringing visibility and momentum to mitigation and prevention. People Leadership & Team Growth · Establish and develop regional Production Support teams, covering operating models, onboarding, and capability growth. · Lead and develop group of analysts, creating a high-performance culture and strong succession pipeline. · Ensure the right skill mix and shift coverage to meet regional demand—without compromising quality or wellbeing. · Establish clear expectations and workflows to ensure consistent team delivery. Operational Governance & Continuous Improvement · Own operational readiness for new platforms, clients, or regions transitioning into BAU support. · Raise the quality bar for SOPs, runbooks, monitoring, and RCAs—so teams can respond faster and prevent recurrence. · Partner with Engineering, Architecture, and global teams to reduce repeat incidents and operational toil. · Use data to prioritize improvements, including automation and tooling uplift that make support more scalable. Stakeholder & Regional Engagement · Be the trusted India Hub contact for regional stakeholders—providing crisp updates on performance, risks, and progress. · Drive service reviews and governance forums, ensuring expectations match delivery and supporting effective decisions. · Influence priorities and challenge constructively on scope and risk—helping teams focus on what matters most. What This Role Is / Is Not This role is: · Ownership of regional service outcomes—not day-to-day ticket handling. · A leadership role focused on people, delivery maturity, and operational excellence. · A chance to scale and strengthen Production Support from India with real influence across the organization. You’ll thrive if you: · Like leading through ambiguity and bringing structure, pace, and clarity. · Stay calm under pressure and communicate with confidence during incidents. · Enjoy building teams, improving systems, and raising the bar on reliability. Experience required What we are looking for: · 10+ years in Production Support, Application Support, or Platform Operations. · Proven experience to oversee multiple teams or platforms with over 20 members in a production environment. · Strong understanding of incident, problem, and change management (ITIL-aligned). · Demonstrated ability to manage regional stakeholders and service expectations. · Experience leading through metrics, trends, and operational data. · Strong people-management capability across Leads and senior technical staff. · Excellent communication and decision-making skills under pressure. Experience preferred · Experience supporting financial services or large-scale transactional platforms. · Exposure to global operating models with follow-the-sun or regional coverage. · Experience driving automation, tooling uplift, or operational transformation. For advertising: Opportunities What do we offer: · We are mission led - work at the heart of a purpose-led organization, where you can be proud of the impact you make, every day. Where you’ll transform the way over 20 million people invest, making wealth management more accessible, sustainable and transparent to more people. · Rapid career growth - encouraged to take on responsibility, play a part in the evolution of the company and rapidly drive your career development working on real projects that directly impact our clients and their customers. · Market leading technology - Build, create and evolve innovative solutions for the world’s most trusted brands using the latest technologies to help change the face of investing for the future · Learning & development – Placing emphasis on a willingness to learn, to think differently, to be creative and to help drive innovation. For advertising: inclusion At FNZ, we recognise that diversity, equity and inclusion are important factors contributing to our success. We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Recruitment decisions at FNZ are made in a non-discriminatory manner without regard to gender, ethnicity/race, faith, age, nationality, gender identity, sexual orientation, marital status, socio-economic background, disability or military veteran status where all applicants and employees are valued and respected. In addition, we want to ensure accessibility needs are well supported, if you require specific support, please advise us. About FNZ FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back. We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution. We partner with the world’s leading financial institutions, with over US$2.4 trillion in assets on platform (AoP). Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.