Engineering · IT & Production Support
IT & Production Support Lead
Our platform runs live for banks and financial institutions, and somebody has to own it when month-end batch fails at 2am.
Experience
7–10 years
Location
Bengaluru
Level
Experienced
About the Role
Our platform runs live for banks and financial institutions, and somebody has to own it when month-end batch fails at 2am. This function — production support, technical infrastructure and internal IT — currently has no lead.
You would take all three. It covers the on-call rota, the client SLAs, the server and network estate across cloud and client on-premise sites, and the internal IT that the whole company depends on. This is not a DevOps role — pipeline and release engineering sit with the engineering function. Your remit is keeping what is already live healthy, and running the infrastructure and IT beneath it.
It is hands-on at the start because you are picking up a handover in progress.
Key Responsibilities
Production Support
Own production health
Monitoring, batch and end-of-day verification, routine checks and the escalations that follow.
Run incident management
On-call rotation, severity classification, escalation paths, and root-cause analysis that closes rather than circulates.
Hold client SLAs
Publish an availability and response view per client account and be accountable for it.
Own the client relationship in support
Status updates that a bank operations head can read and act on.
Shrink the queue
Turn repeated manual interventions into runbooks and automation so the same ticket stops arriving.
Technical Infrastructure
Run the estate
Servers, storage, networking and environments across AWS and client on-premise sites.
Map and modernise
Produce a current-state map of the on-premise footprint and a plan for what moves, what stays and what gets retired.
Own capacity and cost
Right-size the infrastructure and commit to a spend number.
Protect the data
Backup, restore and recovery testing that has actually been rehearsed, not just scheduled.
Support certification
Provide the infrastructure evidence the ISO 27001 and ISO 42001 programmes require.
Internal IT
Own workplace IT
Microsoft 365, Entra ID, Exchange, Teams, endpoint management and device provisioning.
Run access management
Joiner, mover and leaver processes that stand up to an audit.
Keep the office running
Network, connectivity, asset register and vendor management.
Team
Lead the function
Two senior engineers, an IT engineer and a support bench including freshers.
Grow the bench
Two production support freshers join with no prior experience — building them is part of the job.
What You Bring
- 7–10 years across production support and IT infrastructure, including 2+ years leading a team rather than a workstream.
- Proven production support ownership for a live product with external, paying users — you have been paged, coordinated a fix, and written the RCA that stopped it recurring.
- Hands-on IT infrastructure management: Linux and Windows server administration, networking, storage, virtualisation, backup and recovery.
- You have run a support function against contractual client SLAs, not just internal uptime targets.
- Monitoring and alerting that you configured, not merely watched. You know what a useful alert looks like.
- SQL strong enough to investigate a data issue yourself before escalating it to engineering.
- Internal IT administration — Microsoft 365, Entra ID, endpoint and identity management.
- Clear written English. Clients read your updates and auditors read your records.
What Would Be Great to Have
- Banking or financial-services production environments, including change windows and freeze periods.
- ISO 27001 evidence collection from the infrastructure and IT side.
- Scripting for runbook automation (Python or shell).
- Database administration — PostgreSQL preferred.
- Vendor and AMC management for hardware, connectivity and licensing.
- Prior experience building a support function from an informal one.
Sound like you?
Send your CV to careers@newstreettech.com. The subject line is filled in with the role code (NS-POL-001) for you.
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