Technical Program Manager - Production Support

Type: Full-Time

Company Overview

Incedo is a US-based consulting, data science, and technology services firm with over 4,000 professionals across the US, Mexico, and India. We help clients achieve competitive advantage through end‑to‑end digital transformation. Our strength lies in combining engineering, data science, and design capabilities with deep domain expertise. We support clients across telecom, banking, wealth management, product engineering, and life sciences & healthcare.

Role Overview

The Technical Program Manager (TPM) – Production Support will lead complex, multi-team operational programs focused on platform stability, incident response, and continuous service improvement across trading, investment, and advisor‑facing systems. This role sits at the intersection of technology operations, engineering, and business-critical service delivery.

The TPM will drive incident governance, root-cause analysis, environment reliability, cross-functional coordination, and operational readiness for high‑availability financial platforms. Success requires strong domain knowledge, disciplined execution, and the ability to manage high‑pressure production events in a regulated environment.

Key Responsibilities

Production Operations Leadership

Incident Management — Lead high-severity incident bridges, coordinate triage, ensure timely resolution, and manage communication across business and technology stakeholders.

Problem Management — Drive root-cause analysis (RCA), corrective action plans, and long-term remediation to prevent recurrence.

Stability & Reliability Programs — Oversee initiatives that improve uptime, reduce operational risk, and enhance system performance across trading and wealth platforms.

Environment Oversight — Ensure production, UAT, and lower environments are stable, compliant, and aligned with release schedules.

Cross-Functional Execution

Coordinate across engineering, SRE, DevOps, QA, product, operations, and compliance teams to ensure seamless production support.

Partner with architecture and engineering teams to validate fixes, enhancements, and infrastructure changes before production rollout.

Manage vendor escalations and ensure timely resolution of third‑party platform issues.

Governance & Reporting

Maintain RAID logs, operational dashboards, incident metrics, and service-level reporting.

Provide executive-ready updates on incident trends, platform health, and operational risks.

Facilitate operational reviews, post-incident debriefs, and continuous improvement forums.

Domain-Specific Responsibilities

Lead production support programs involving

• Trading platforms / OMS / EMS
• Portfolio management and advisory systems
• Market data feeds and integrations
• Regulatory and compliance-driven operational controls
• API integrations, data pipelines, and cloud-hosted services

Ensure operational readiness for

Release deployments

Infrastructure upgrades

Vendor platform changes

Disaster recovery and business continuity exercises

Agile & SDLC Alignment

Partner with Scrum teams to ensure production issues are prioritized in backlogs.

Validate that fixes meet functional, technical, and regulatory requirements before deployment.

Drive continuous improvement across incident response, monitoring, alerting, and operational processes.

Required Qualifications

9–12+ years of experience as a Technical Program Manager, Production Support Manager, or Senior Project Manager within Wealth Management, Asset Management, Capital Markets, Institutional Trading or Financial Services.

Proven experience managing high-severity incidents and leading cross-functional response teams.

Hands-on experience with ITIL, incident/problem management, and Agile/Scrum delivery.

Exposure to cloud technologies (AWS, Azure), monitoring tools (Splunk, AppDynamics, Datadog), and modern integration patterns (APIs, microservices).

Excellent communication, stakeholder management, and executive reporting skills.

Ability to translate operational issues into actionable technical and business plans.

Preferred Qualifications

Certifications such as ITIL, PMP, SAFe, CSM.

Experience supporting OMS/EMS platforms, portfolio tools, or wealth management systems.

Strong understanding of

Trading workflows (equities, fixed income, mutual funds, alternatives)

Advisor and client lifecycle

Market data, order routing, and trade execution

Operational risk, controls, and regulatory expectations

Experience working with vendor platforms or third‑party financial‑technology ecosystems.

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