Production Support Manager

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.