Job Purpose:

This position is responsible to Lead and manage end-to-end production support operations for lending systems (LOS, LMS, Collections, CRM, integrations), ensuring high availability, incident resolution, SLA adherence, regulatory compliance, and customer experience continuity.

Given Agentic AI / digital transformation agenda, this role should evolve into:

- AIOps-driven support organization
- Predictive incident prevention
- Self-healing platforms
- Deep integration with DevOps / Platform engineering

Key Responsibilities: a) Production Stability & Availability:

- Own 24x7 production support for lending platforms (LOS, LMS, Collections, Payments)
- Ensure high system uptime (99.5%+ or as defined) and resilience across channels
- Drive proactive monitoring, alerting, and issue prevention

b) Incident & Problem Management:

- Lead P1/P2 incident response (war room leadership)
- Ensure root cause analysis (RCA) and permanent fixes
- Reduce repeat incidents through problem management frameworks
- Govern MTTR, MTBF improvements

c) Business Continuity & Risk Management:

- Own DR drills, failover readiness
- Ensure compliance with RBI / regulatory IT resilience guidelines
- Manage operational risk, audit observations, and control closures

d) Stakeholder Management (Critical in Lending):

- Interface with:
- Business (Credit, Ops, Collections)

- Digital channels
- Call center / customer service teams
- Provide real-time updates during outages impacting disbursement, collections, etc.

e) Application & Platform Ownership:

- Support systems like:

- Loan Origination System (LOS)

- Loan Management System (LMS)
- CRM, Collections, Payment gateways
- API ecosystem (KYC, Banking, Risk systems)




- Ensure seamless integration across 40+ APIs typical in lending ecosystem

f) Release & Change Governance:

- Own production readiness sign-off
- Drive zero-defect releases
- Work closely with Dev/QA for shift-left quality and defect containment

g) Automation & Continuous Improvement:

- Implement:
- Auto-remediation scripts
- Observability tools (APM, logs, tracing)
- AI-driven incident prediction
- Improve efficiency and reduce manual effort

h) Vendor & Managed Services Governance:

- Manage SI partners / vendors
- Ensure SLA compliance and contractual adherence
- Lead performance reviews and escalation handling

i) Team Leadership:

- Build and manage L1, L2, L3 support teams
- Define shift models (24x7 rotation)
- Develop runbooks, SOPs, knowledge base

j) Customer Experience Impact:

- Ensure minimal disruption to:

- Loan disbursement

- Repayments/collections

- Customer onboarding journeys
- Track customer-impacting incidents and NPS impact

Job Requirements:

- Bachelor's or Master's degree in Computer Science, Information Technology, or related field
- 15 to 20 years experience in IT from Bank / NBFCs
- Strong exposure to Lending platforms (LOS/LMS), Production support / IT operations and Large-scale distributed systems
- Experience in Application support (Java/.NET, APIs, microservices), Database (Oracle / SQL / NoSQL), Observability tools (Dynatrace, AppDynamics, ELK, etc.), Cloud / infra awareness (Azure/AWS) and ITIL framework expertise
- Exposure to end-to-end Lending lifecycle (Lead Credit Disbursement Repayment Closure) and Regulatory requirements (RBI, audit, compliance)
- Crisis management under pressure
- Solid stakeholder communication (CXO-level updates)
- Data-driven decision making
- Ability to balance stability vs velocity (business demands)

📌 Associate Vice President - Production Support - Lending (Bengaluru)
🏢 TVS Credit Services
📍 Bengaluru