Senior Manager, Production Support

Sr. Manager, Production Support

Team Management

• Managing daily people management functions.
• Accountable for 24x7 shift and on-call coverage
• Overseeing and evaluating the team's productivity with appropriate metrics.
• Providing technical assistance for the team as required.
• Coordinating training and mentoring of new joiners to the team.
• New employee hiring and onboarding

Stakeholder Management:

• Serving as the primary escalation point for external/internal customers regarding L2 incidents, coordinating across all internal teams to ensure incident resolution is completed in a timely manner.
• Acting as the second level of contact for customer incident escalations.
• Partnering across internal teams to vet and onboard new products and/or services.
• Representing the Production Support team in internal governancemeetings.
• Handling major incidents and internal customer satisfaction.
• Acting as the single point of contact for engineering/cloud operations/operations management escalations.
• Representing Production Support as part of PI dependency planning process and asks.

KTLO

• Regularly measuring team KPIs and keeping the team informed on improvement areas.
• Managing and maintaining team metrics and KPIs.
• Demonstrating an approach of continuous improvement across all areas of the work.
• Managing L3 handover and closure process seamlessly.

Incident Management (IM):

• Managing a team of incident managers.
• Responsible for all P1 issues communications, resolution, and closure.
• Reporting IM metrics on a monthly basis and managing governance with stakeholders.

Roadmap Projects:

• Identifying areas of improvement.
• Creating and executing roadmap items with clear articulation of impact.
• Measuring and reporting progress in quarterly review meetings.

• Bachelors Degree required, preferably in Computer Science or a related field.
• Excellent communication, collaboration, reporting, analytical, and problem-solving skills.
• 10+ years of production/application support experience in dealing with a global customer base.
• Experience in managing troubleshooting issues in a cloud environment, AWS preferred.
• Experience with one or more scripting languages (Bash, Python, JavaScript, Powershell, etc.)
• Basic knowledge of object-oriented programming.
• Experience with SQL Server, PostgreSQL, or other relational databases.
• Knowledge of basic networking concepts.
• Exposure to working in an agile/scrum environment
• Good problem-solving ability.
• Proven track record in managing internal and external customers.
• Metrics-driven strategist with a strong focus on data-driven decision making and continuous improvement