Level 3 Product Technical Support Team Lead, VP

Role Summary

The Level 3 Product Technical Support Team Lead, VP is the advanced escalation layer for the most complex CRIMS technical, functional, and operational issues. Where Level 2 restores service using known procedures, L3 diagnoses the unknown - owning root-cause analysis, defect recreation, workaround design, and the technical bridge into Product Engineering and QA. The role pairs deep domain expertise with sharp diagnostic instinct and the composure to handle the “sensitive,” high-visibility situations that shape how clients perceive CRD’s ability to resolve their problems. This role will lead the locally based team while partnering with regional Level 3 and Product Engineering teams to drive effective collaboration and alignment.

Primary Objective

Diagnose complex technical problems, determine true root cause, and distinguish software defects from configuration, data, operational, or infrastructure faults - resolving through technical expertise or packaging the issue cleanly for Engineering.

Key Responsibilities

• Team leadership - Establishment and maturity of specialised technical support team through complex, high risk and high impact incident triage.
• Sev1 leadership - Provide technical leadership on critical incidents, coordinating across Support, Operations, DevOps, and Infrastructure.
• Advanced troubleshooting - Perform deep technical troubleshooting across logs, database state, configuration, and performance behaviour to isolate failures, quantify scope, and determine whether the issue is caused by data, configuration, code, integration, infrastructure, or environmental conditions.
• Troubleshooting evidence pack - Capture and interpret application and integration logs, SQL/database analysis, configuration comparisons, and performance investigation findings so escalations to Product Engineering are fact-based, reproducible, and actionable.
• Root-cause analysis - Conduct structured RCA and classify each issue as a configuration, operational, infrastructure, or software defect.
• Defect recreation - Partner with QA teams to reproduce defects in lower environments to validate findings before escalation.
• Workaround design - Engineer viable workarounds that minimise interruption to time-sensitive trading functions.
• Escalation ownership - Handle escalations from L2 where no Standard Operating Processes (SOPs) exists, root cause is unknown, or deep technical expertise is required.
• Engineering liaison - Create and manage defects and enhancement requests, support hotfix deployment, and meet with Product Engineering to relay significant operational issues and prioritise non-functional requirements (NFRs).
• Operational uplift - Define monitoring requirements and operational controls, author and update runbooks for L2, and review recurring incidents to drive systemic improvement.
• New-product readiness - Act as an entry point for new product introduction to Operations infrastructure, flagging deployment and operability risks.

Accountable For

• Root-cause identification
• Technical diagnosis quality
• Escalation quality
• Operational knowledge transfer

Not Responsible For

• Source-code modification
• Major architecture redesign
• New-feature implementation ownership

Skills & Experience

• 10+ years in application or production support with genuine L3 ownership.
• Prior experience managing a small-scale support team of different levels.
• Demonstrated history of solving complex technical problems with a strong analytical mindset.
• Hands-on SQL and sound grasp of relational-database fundamentals; scripting ability (SQL, etc.) for task automation.
• Financial-services / investment-management / trading-systems experience - CRIMS strongly preferred.
• Observability tooling exposure (e.g. Dynatrace, SolarWinds) advantageous; C#/.Net or Java familiarity a plus.
• Communication skills to translate complex problems into both technical and business terms; equally credible with portfolio managers, traders, and engineers.
• Management-level thinking - perceptive to situational nuance and able to see the larger picture of an issue.
• B.S. in Computer Science, Engineering, Mathematics, or a related technical discipline.

Additional requirements

Periodic off-hours support

About State Street

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