Production Support Lead / Coordinator

We are

At Synechron, we believe in the power of digital to transform businesses for the better. Our global consulting firm combines creativity and innovative technology to deliver industry-leading digital solutions. Synechrons progressive technologies and optimization strategies span end-to-end Artificial Intelligence, Consulting, Digital, Cloud & DevOps, Data, and Software Engineering, servicing an array of noteworthy financial services and technology firms. Through research and development initiatives in our FinLabs we develop solutions for modernization, from Artificial Intelligence and Blockchain to Data Science models, Digital Underwriting, mobile-first applications and more. Over the last 20+ years, our company has been honored with multiple employer awards, recognizing our commitment to our talented teams. With top clients to boast about, Synechron has a global workforce of 17,000+, and has 58 offices in 22 countries within key global markets.

The Role

The Production Support Lead / Coordinator leads end-to-end production support operations , ensuring system stability, SLA adherence, and successful execution of critical business cycles such as month-end and quarter-end.

The role acts as the primary incident commander , coordinates business and technical teams, owns problem management and continuous improvement , governs change and release activities , and drives operational governance and reporting .

Additional Information*

The base salary for this position will vary based on geography and other factors. In accordance with law, the base salary for this role if filled within Piscaateway,NJ is $110k - $120k/year & benefits (see below).

Responsibilities

• Lead end-to-end production support operations and ensure system stability and SLA adherence.
• Manage critical business cycles, including month-end and quarter-end activities.
• Act as the primary incident commander for major incident triage, escalation, communication, and resolution using ITIL best practices.
• Coordinate across business teams, L2/L3 support, engineering teams, and vendors.
• Own problem management, root cause analysis, automation, and monitoring improvements.
• Govern change and release activities, including production readiness, risk mitigation, and transition from project delivery to operations.
• Track and report KPIs, including MTTR, SLA compliance, incident trends, and system health.
• Provide clear and timely updates to stakeholders and executive leadership.

Job / Technical Skill Requirements

• 610+ years of experience in production support, application support, or IT operations .
• Proven experience leading incident management and cross-team coordination .
• Strong working knowledge of the ITIL framework covering Incident, Problem, Change, and Release Management.
• Experience with incident, problem, change, and release management tools.
• Knowledge of root cause analysis, monitoring, automation, service management, and operational reporting.
• Experience supporting enterprise applications, integrations, data pipelines, and critical production environments.
• Strong communication, stakeholder management, escalation, and problem-solving skills.

Preferred Qualifications

• ITIL Foundation or higher certification.
• Experience supporting Oracle ERP / Finance Transformation environments .
• Exposure to cloud platforms, particularly AWS, and data pipelines.
• Experience supporting financial close cycles (month-end, quarter-end) .

Success Metrics

• Reduction in high-severity incidents and repeat issues.
• Improved MTTR (Mean Time to Recovery) .
• SLA compliance and system uptime.
• Stakeholder satisfaction and communication effectiveness.

We offer:

• A highly competitive compensation and benefits package.
• A multinational organization with 60 offices in 20 countries and the possibility to work abroad.
• 10 days of paid annual leave (plus sick leave and national holidays).
• Maternity & paternity leave plans.
• A comprehensive insurance plan including medical, dental, vision, life insurance, and long-/short-term disability (plans vary by region).
• Retirement savings plans.
• A higher education certification policy.
• Commuter benefits (varies by region).
• Extensive training opportunities, focused on skills, substantive knowledge, and personal development.
• On-demand Udemy for Business for all Synechron employees with free access to more than 5000 curated courses.
• Coaching opportunities with experienced colleagues from our Financial Innovation Labs (FinLabs) and Center of Excellences (CoE) groups.
• Cutting edge projects at the worlds leading tier-one banks, financial institutions and insurance firms.
• A flat and approachable organization.
• A truly diverse, fun-loving, and global work culture.

S YNECHRONS DIVERSITY & INCLUSION STATEMENT

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative Same Difference is committed to fostering an inclusive culture promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicants gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.