Global Head of Production Support

Thought Machine's mission is bold – to properly and permanently rid the world's banks of legacy technology. To achieve this, we have developed the foundations of modern banking through core and payments technology which run natively in the cloud. What we are attempting is hard and means we need great people working together to build great technology.

We have grown rapidly in the past few years – growing our team to more than 550 individuals across offices in London, New York, Singapore, Sydney and our newly established Engineering Hub in Lisbon. 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 have created a culture that enables our team to produce the best work in the industry while ensuring we have fun along the way. 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. Named one of the world's most innovative fintechs by Global Finance Magazine, we were also recognised by the Financial Times as one of Europe's fastest-growing companies for two consecutive years—and a UK Best Employer for 2026.

Thought Machine’s Cloud Support Engineering teams are mission-critical for the world's most influential financial institutions. As our Global Head of Production Support, you will not just manage a function; you will be the architect of our global customer support experience. You will lead and scale elite, distributed teams entrusted with supporting the Vault Platform — the cloud-native core banking and payments engine powering the next generation of global finance.

This is a high-visibility role where you will balance the "always-on" requirements of banking institutions from across the world with the rapid innovation of a world-class engineering culture.

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 clients, ensuring that reliability is treated as a core feature of the Vault Platform
• Incident Command: Act as the ultimate escalation point for incidents, leading blameless post-mortems that drive systemic architectural change in the product and within the organisation.
• Regulatory Stewardship: Ensure all support operations comply with global financial regulations, (e.g., DORA, SOC2, GDPR) meets customer support 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.

REQUIREMENTS

• Engineering DNA: A strong background in Platform Engineering or Site Reliability Engineering. 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. You are encouraged to apply even if your 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.