Application, Infrastructure & Service Management, VP

Why this role is important to us

You will be part of the Production Management Leadership team and covering Middle Office L2 support within Australia, which is a critical role that ensure application stability through effective monitoring and automation. Our team's responsiveness and ownership contribute significantly to business operation success and client service delivery.

What you will be responsible for

• Represent as the production management lead in Australia during local senior management meetings where key metrics for stability related to Australian clients are presented to business heads including the Australia business Country Head.
• Ensure stable operation and continuous improvement of critical business applications while acting as the hands-on person to resolve the issues related to the applications you support, or the liaison between business users, other application support teams, and external vendors.
• Identify opportunities for automation, process optimization, and service improvements to enhance operational efficiency and reduce manual effort using scripting or RPA.
• Engage with users and app owners to resolve service-related queries
• Develop and update SOPs and runbooks based on L2/L3 insights.
• Engage with business users and vendors to resolve issues and share service updates.
• Collaborate with Level 3 teams for permanent fixes and RCA documentation. Participate in Problem Management activities and identify opportunities for permanent fixes to recurring issues.
• Resolve escalated and assigned incidents, perform RCA for complex or recurring issues. Maintain and leverage the Known Error Database (KEDB)
• Review incident root cause analyses (RCA), track corrective actions, and work with support teams to ensure proper issue resolution and prevention of recurrence.
• Manage stakeholder communication for service status, incidents and changes, including business users, external vendors and other applications support by other L2 teams. Support onboarding of new applications and operational readiness activities.
• Support application releases, infrastructure changes, and project implementations by validating operational readiness and support requirements.

What we value

• Strong sense of ownership and accountability.
• Ability to solve problems in a structured manner.
• Effective communication and collaboration skills.
• Prior experience in investment banking or in a FinTech role.
• Prior experience working with cloud technologies.
• Continuous learning mindset and willingness to grow.
• Service Management and SRE exposure with a desire to improve operational efficiency and service quality.

Education & Preferred Qualifications

• Graduate degree, preference: Computer Science / Technology
• 10+ years of experience in financial services, operations, application support, technology services, or related functions.
• Understanding of business operations and experience using business-critical applications to support client service delivery.
• Ability to investigate issues, identify solutions, and collaborate effectively with business users, technology teams, and external stakeholders.
• Strong communication, organizational, and stakeholder management skills.
• Hands on UNIX, SQL and Middleware support experience.
• Monitoring tools and exposure to Dynatrace, Splunk, Grafana
• Fluent in English (both verbal and written)

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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