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VP, Capital Markets Production Support

New York, NY, USA | Santander Consumer USA

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    General Management
    IT / Information Technology
  • Experience:
    7-10 years
    10-12 years
Job Description:
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The Capitals Markets Production Support Senior Associate is an IT business facing role where you are expected to resolve production issues on an on-going basis and own the communication with key stakeholders (Trader, Sales and Middle Office) and understand the major flows for the Pre-Post Trade, Rates, Credit, Repo and Risk business areas. Leads the Incident Management team in the process to restore normal service operations as quickly as possible and minimize the impact on business operations for application-related incidents, thus ensuring that the best possible levels of service quality and availability are maintained. Oversees the development of tools and procedures to complement and plug-in to the existing the ITSM model. Drives adoption of incident management process across IT and partners closely with Applications team and the broader Application Production Support team to quickly resolve and prevent incidents.


Must be able to coordinate resolution of production incidents with key Global and Local IT Support teams.

Document and track the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post mortem/root cause analysis.

Analyze incident trends in order to establish processes to help prevent or minimize similar problems from arising.

Coordinate with IT and business areas to document system platforms end to end process and required integration with existing applications, systems, or other platforms.

Coordinate with IT application support teams the definition of technical standards and functionality tests, specifications, prototypes, or initial user guides as well as be familiar with a variety of practices, and procedures.

Coordinate with IT application support teams the implementation of policies and procedures to ensure that systems support the organization's business requirements and meet the needs of end users.

Relies on extensive experience and judgment to coordinate the remediation of incidents applicable to the existing environment to accomplish goals and objectives. A wide degree of creativity and latitude is expected.

Works closely with business and technical staff and acts as a key contributor to support complex and critical platform environments.

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We encourage everyone to apply.

Bachelor's Degree; in Computer Science/Software Engineering or equivalent field., or equivalent work experience;

9-12 years of working in Markets technology systems supporting Pre-Post Trade, Rates, Credit, Repo and Risk business areas.

Ability to handle and perform in stressful situations

Ability to quickly ascertain technical status of issues raised using limited information and formulating the best possible issue-resolution plan

IT Service Management (ITSM) experience, preferably in a managerial role

Strong communication skills for relaying technical information to others

Well-versed with a wide range of technologies across web, database, integrations, interfaces, services and server side  

Remediation assessment and change management experience

Understanding of software performance tools, metrics and benchmarks

Proficiency in Microsoft applications such as Word, PowerPoint and Excel

Excellent communication skills, both written and verbal

Bilingual in English/Spanish a plus

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