Global Head of Production Support

Requirements

• Engineering DNA: A strong background in Platform Engineering or Site Reliability Engineering. You can hold your own in a deep-dive discussion about Kubernetes or distributed databases with executive, technical stakeholders on the client-side
• Global Perspective: Proven experience managing multi-region teams in and stakeholder management across timezones
• Banking Mindset: Deep understanding of the rigors of financial services, finding a balance between modern software development practices and the constraints of a highly regulated environment
• Strategic FinOps: Experience managing the commercial aspects of global support, including capacity modelling, crafting support agreements and tool spend
• Systems Thinking: The ability to see beyond the immediate "fix" to identify patterns and technical debt that threaten long-term stability

Duties

• Visionary Leadership: Define and execute a multi-year roadmap to transition global support from reactive incident management to a mature, AI-enabled production support engineering function
• Global Scale: Direct 24/7 operations across four major support sites, ensuring seamless handoffs and consistent service levels for mission-critical payments and core banking systems
• Reliability as a Product: Partner with Forward Deployed and Product Engineering teams to track and enforce our commitments to clients, ensuring that reliability is treated as a core feature of the Vault Platform
• Incident Command: Act as the ultimate escalation point for incidents, leading blameless post-mortems that drive systemic architectural change in the product and within the organization.
• Regulatory Stewardship: Ensure all support operations comply with global financial regulations, (e.g., DORA, SOC2, GDPR) meets customer support requirements and represent Thought Machine’s operational resilience to client auditors and regulators.
• AIOps & Automation: Champion the adoption of LLM-based diagnostic tools and automated remediation to reduce toil and empower engineers to focus on high-value stability projects.

We actively hire candidates who demonstrate technical excellence in their field and welcome people of all ages and backgrounds, providing everyone with equal access to professional development. You are encouraged to apply even if your experience doesn't accurately match the job description. We also encourage applications from those with different abilities, including candidates with ADHD, autism, dyslexia, or dyspraxia.