Vice President, Control Management, L1 Support & Client Solutions

The Firmwide Control Management mission is to solidify an effective control framework within and across the lines of business by identifying and remediating control issues with a sense of urgency, regardless of the source. The Firmwide Control Management team will work collaboratively with other control disciplines and will oversee existing control functions as well as the development of new control functions and protocols. This process will enable the firm to engage the appropriate teams in a timely manner and provide the ability to quickly remediate critical control issues across all the impacted areas of the firm.

The Controls Room, a critical component of the Firmwide Control Management organization, functions as a controls reporting and analytics utility for the Firm. Its mission is to provide meaningful management information that will facilitate decision making.

As a Vice President in Control Management Support Services Operations, you will provide strategic leadership and advanced operational support related to Data Control, Application Issues, Incident Management and Reporting.

Job responsibilities

• Provide strategic leadershipfor day-to-day operations, including complex issue resolution, user enhancement requests, and UAT testing.
• Own and optimize ticketing operations(support tools, shared mailbox/queue), ensuring accurate triage, tracking, and timely SLAs.
• Prioritize, schedule, and manage the backlog drive escalations and handoffs to L3 with clear problem statements and evidence.
• Deliver advanced troubleshootingacross application, and data issues lead root-cause analysis and remediation.
• Lead Access Administrationand oversee periodicentitlement recertificationfor supported applications.
• Lead and contribute to projectsthat improve stability, automation, and operational efficiency.
• Mentor team membersthrough coaching, knowledge sharing, and best-practice reinforcement to build a high-performing team.
• Set clear objectives and direction, motivate the team, and ensure accountability for outcomes and service quality.
• Drive continuous improvementvia process simplification, automation, and reduction of repeat incidents.
• Oversee end-to-end operations and support, including ticket triage and SLAs, data quality reconciliation, application health checks, access/entitlement management, defect/change and release validation, incident/problem management, reporting & analytics, and go-live support.

Required qualifications, capabilities, and skills

• Master's degree in Business Management/ Finance or bachelor's degree in Commerce/ Accounts or equivalent.
• Extensive experience in relevant fields, typically more than 10 years.
• In-depth knowledge of risk management and control principles.
• Exceptional written and verbal communication skills.
• Strong customer service orientation with a focus on delivering high-quality solutions.
• Ability to effectively communicate with both Technical and Business Partners.
• Excellent organizational, documentation, and multi-tasking skills with a proven ability to manage expectations and deliver results.
• High level of professionalism, self-motivation, and a proactive approach to problem-solving.
• Leadership skills with the ability to influence and drive change.

Preferred qualifications, capabilities, and skills

• Proficiency in ITIL practices and frameworks.

• Experience with ServiceNow and Jira for incident management and project tracking.

  Location - Bengaluru

Shift - EMEA