management
Posted May 1Global Head of Production Support
London, United KingdomRemote
Requirements
- DUTIES - Visionary Leadership: Define and execute a multi-year roadmap to transition global support from reactive incident management to a mature, AI-enabled production support engineering function - Global Scale: Direct 24/7 operations across four major support sites, ensuring seamless handoffs and consistent service levels for mission-critical payments and core banking systems - Reliability as a Product: Partner with Forward Deployed and Product Engineering teams to track and enforce our commitments to
- requirements and represent Thought Machine’s operational resilience to client auditors and regulators. - AIOps & Automation: Champion the adoption of LLM-based diagnostic tools and automated remediation to reduce toil and empower engineers to focus on high-value stability projects.
- You can hold your own in a deep-dive discussion about Kubernetes or distributed databases with executive, technical stakeholders on the client-side - Global Perspective: Proven
- experience managing multi-region teams in and stakeholder management across timezones - Banking Mindset: Deep understanding of the rigors of financial services, finding a balance between modern software development practices and the constraints of a highly regulated environment - Strategic FinOps:
- Experience managing the commercial aspects of global support, including capacity modelling, crafting support agreements and tool spend - Systems Thinking: The ability to see beyond the immediate "fix" to identify patterns and technical debt that threaten long-term stability We actively hire candidates who demonstrate technical excellence in their field and welcome people of all ages and backgrounds, providing everyone with equal access to professional development.
- experience doesn't accurately match the job description. We also encourage applications from those with different abilities, including candidates with ADHD, autism, dyslexia or dyspraxia.
Benefits
- We have raised more than £500m in funding and our investors include Molten Ventures, Eurazeo, Intesa Sanpaolo, Temasek, Nyca Partners, JPMorgan Chase Strategic Investments, Standard Chartered Ventures, and more.
- We're regularly cited as having a fantastic workplace culture and have been recognised by Sifted magazine as having one of the highest Glassdoor ratings for a UK fintech company and the industry's most generous employee share package.