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Senior Production Support Engineer

Russell Investments

Russell Investments

IT, Customer Service
Mumbai, Maharashtra, India
Posted on Wednesday, January 3, 2024

Business Unit:

Global Information Technology

Reporting To:

Senior Manager, Production Support Engineer


US/Seattle (Mar-Nov 8:30 pm - 5:30 am IST / Nov-Mar 9:30 pm - 6:30 am IST) (India)

About Russell Investments, Mumbai:

Russell Investments is a leading outsourced financial partner and global investment solutions firm providing a wide range of investment capabilities to institutional investors, financial intermediaries, and individual investors around the world. Building on an 87-year legacy of continuous innovation to deliver exceptional value to clients, Russell Investments works every day to improve the financial security of its clients. The firm is the world’s sixth-largest investment adviser, with $1 trillion in assets under advisement (as of June 30, 2022) and $288.3 billion in assets under management (as of March 31, 2023) for clients in 30 countries. Headquartered in Seattle, Washington in the United States, Russell Investments has offices around the world, including London, New York, Toronto, Sydney, Tokyo, Shanghai – and has opened a new office in Mumbai, India in June 2023.

Joining the new Mumbai office is an incredible opportunity to work closely with global stakeholders to support the technology and infrastructure that drives the investment and trading processes of a globally recognized asset management firm. Be one of the first to join this new team based out of Goregaon (East) in Mumbai and be a part of creating the foundation and culture for the firm’s growing operations in India. The Mumbai office operates 5-days a week from Monday to Friday with varying shifts to accommodate time zones around the world.

For more information, please visit https://www.russellinvestments.com.

Job Description:

As a Sr Production Support Engineer, you will be involved in supporting many third party and in-house built applications across several business lines including Finance, Investment Division, and operational teams. You will be responsible for ensuring timely resolution of issues and proper engagement with developers and infrastructure teams.

The purpose of the Sr Production Support Engineer is to provide frontline technical support, and liaison with developers and infrastructure teams to resolve issues in a timely manner. In addition, coordinating server and application upgrades, standing up of new databases, and general server maintenance functions related to services and IIS.

The ideal candidate for this role will be someone with strong customer service skills, a team player who can also work independently, and adheres to application and company best practices. A combination of strengths, both technical and soft skills, is a must to be successful in this highly demanding role.

Years of Experience

3-5 years’ experience in the investment management business preferred

3-5 years’ experience in/on IT related projects, preferred


  • Bachelor’s degree in Computer Science, MIS or Finance, or equivalent experience

  • Strong technical knowledge of windows server, intranet, networking, and experienced in querying SQL relational database systems. Powershell is a plus

  • Familiarity with monitoring tools, such as Splunk / AppDynamics, is a plus

  • Experience troubleshooting and resolving complex issue in a timely manner

  • Knowledge of audit processes and procedures

  • Proven customer service skills

  • Understanding of SDLC, change management, and project management

  • ITIL certification, preferred

  • Ability to communicate technical details to all levels of management, both written and verbal

  • Ability to multi-task and handle interruptions

  • Effective at working under pressure in a high paced environment

  • Ability to document new processes and workflows

  • Assertive, self-motivated and self-directed

Special Requirements

Collaborate with Seattle support peers

On-call support rotation


  • Providing coverage for change management of both internally developed and vendor provided systems. This includes ensuring that quality assurance and testing of systems and subsystems are accomplished prior to moving changes to production. A Senior Production Support Engineer is responsible for approving changes to the Russell production environment and ensuring all changes and processes are properly documented.

  • Providing timely support for issues regarding RussellInvestments.com and many other back-office applications supporting Finance, HR, and the Investment Division.

  • Ensuring that Russell systems are fully supported 24/7. This position will participate in planning and maintaining Business Continuity for internal systems.

  • Troubleshooting issues related to job failures, file delivery, application and web server functionality, database permissions, and more.

  • Managing vendor relationships, including planning for, and organizing release updates, new installs, new equipment, and software requests in conjunction with Corporate IT, business unit staff and vendor contact.

  • Determining technology support needs and assessing availability of resources

  • Coordinating technology efforts with Corporate IT and the business units

  • Providing support to business units in troubleshooting data issues and reaching resolution

  • Partial responsibility for vendor relationship management, including managing release cycles

  • Partial responsibility for decisions affecting the operational state of the internal production computing environment within Russell Investments

Core Values

  • Strong interpersonal, oral, and written communication and collaboration skills with all levels of management

  • Strong organizational skills including the ability to adapt to shifting priorities and meet frequent deadlines,

  • Demonstrated proactive approach to problem-solving with strong judgment and decision-making capability.

  • Highly resourceful and collaborative team-player, with the ability to also be independently effective and exude initiative and a sense of urgency.

  • Exemplifies our customer-focused, action-oriented, results-driven culture.

  • Forward looking thinker, who actively seeks opportunities, has a desire for continuous learning, and proposes solutions.

  • Ability to act with discretion and maintain complete confidentiality.

  • Dedicated to the firm’s values of non-negotiable integrity, valuing our people, exceeding client expectations, and embracing intellectual curiosity and rigor.