Senior Production Support Lead: Incident & Reliability

STATE STREET CORPORATION; Boston (MA); On-site; USD 70,000 - 119,000; Full time

Benefits offered by this job

401K with company match

Health insurance

Paid time off

Employee Assistance Program

Job summary

State Street Investment Management seeks a production support lead to drive incident management and coordination across application and infrastructure teams in Boston. You will act as the first escalation point for critical incidents and guide cross-functional responses to minimize business impact.

Responsibilities include leading bridge calls, communicating status to leadership, performing root cause analysis, and driving continuous improvement in monitoring, runbooks, and operational readiness

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical discipline.
• 5+ years in software development, production support and enterprise technology operations.
• Strong knowledge of enterprise applications, shared services, and distributed system architectures.
• Hands-on experience with Java, Python, and SQL.
• Experience supporting applications hosted on AWS and cloud-native platforms.
• Strong understanding of databases, application infrastructure, networking concepts, and enterprise platforms.
• Knowledge of application security principles and operational risk controls.
• Experience with monitoring, logging, and observability tools.
• Understanding of incident management, problem management, change management, and IT operational processes.
• Excellent communication and stakeholder management during high-severity incidents.
• Experience in financial services or highly regulated environments is preferred.

Responsibilities

• Partner with production support and infrastructure teams for incident triage, prioritization, and resolution.
• Coordinate with application, infrastructure, database, security, and vendor teams to accelerate incident resolution.
• Provide clear, concise communications to business and IT leadership regarding incident status and progress.
• Lead incident bridge calls and facilitate collaboration across technology teams during major incidents.
• Monitor production health, identify service degradation trends, and escalate risks.
• Perform root cause analysis reviews and track corrective actions to closure.
• Identify recurring issues and recommend stability, monitoring, automation, and process improvements.
• Support implementation of monitoring, alerting, and operational readiness best practices.
• Collaborate with development teams to improve application reliability, resiliency, and supportability.
• Maintain incident management documentation, runbooks, and procedures.
• Contribute to continuous improvement initiatives focused on operational efficiency and customer experience.

Skills

Incident management

Java

Python

SQL

AWS

Monitoring/logging

Communication

Problem solving

Stakeholder management

Regulated environments

Education

Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical discipline

Job description

State Street Investment Management seeks a production support lead to drive incident management and coordination across application and infrastructure teams in Boston. You will act as the first escalation point for critical incidents and guide cross-functional responses to minimize business impact.

Responsibilities include leading bridge calls, communicating status to leadership, performing root cause analysis, and driving continuous improvement in monitoring, runbooks, and operational readiness