Production Support Manager

About the Role

We are seeking an experienced and dedicated Production Support Manager to lead our production support efforts across our engineering organization. This position is pivotal in ensuring the stability and reliability of our production environments, working closely with Engineering Managers and their teams across various modules. The ideal candidate will bring a strong background in technical support management, process improvement, and cross-functional collaboration.

What You'll Do

• Lead and Mentor: Oversee a multidisciplinary production support team, providing both technical and leadership guidance.
• Collaborate Effectively: Work closely with Engineering Managers to develop and refine support strategies for each module, ensuring robust production support across the organization.
• Process Optimization: Translate complex operational needs into actionable strategies, leading the development and implementation of standardized production support processes and procedures.
• Incident Management: Manage the end-to-end incident response process, from initial report to resolution, ensuring minimal downtime and disruption to services.
• Resource Management: Allocate departmental resources efficiently, maintaining and enhancing a high-caliber production support team.
• Technical Oversight: Ensure the stability and reliability of production environments, implementing best practices for continuous improvement.
• Strategic Planning: Collaborate with management and engineering teams to align production support strategies with organizational goals.
• Analytics and Improvement: Utilize incident data and feedback to drive improvements in production stability and support services.
• Cost Optimization: Regularly review and optimize operational expenses, including cloud services and support tooling.

What You'll Need

• Educational Background: Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience).
• Experience: Minimum of 6 years in a technical support or operations role with progressive leadership responsibilities.
• Leadership Skills: Demonstrated success in leading support or operations teams, with a focus on mentoring and team development.
• Technical Proficiency: Extensive knowledge of support processes, incident management, and production environment stability.
• Tools and Technologies: Familiarity with cloud services (AWS preferred), monitoring tools, and incident management software.
• Operational Excellence: Strong understanding of process improvement methodologies and experience in implementing standardized procedures across teams.
• Strategic Mindset: Ability to translate operational challenges into strategic opportunities for improvement.
• Communication Skills: Excellent interpersonal and communication skills, capable of collaborating effectively across all levels of the organization.
• Project Management: Advanced project management skills, with experience in managing resources, schedules, and budgets.

Why Join Us?

By joining our team as a Production Support Manager, you will play a critical role in maintaining the high quality and reliability of our services. You will have the opportunity to lead a talented team, drive operational excellence, and contribute to the strategic direction of our production environments. We offer a collaborative and supportive work environment, where innovation and initiative are valued and rewarded.