Production Support & Service Manager
New
United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years
- Required Skills
- DevOps
Requirements
- 8+ years of production support, application support, service reliability, or engineering operations experience.
- Proven team leadership experience.
- Strong knowledge of incident management and service operations.
- Familiarity with support processes, release support, and escalation discipline.
- Experience working closely with engineering and product teams in modern software delivery environments.
- Ability to communicate clearly with technical and business stakeholders.
- Experience operating in finance-sensitive or business-critical application environments.
- Bachelor's degree preferred.
Responsibilities
- Define the production support operating model, incident lifecycle, severity framework, and support expectations.
- Establish service levels, escalation paths, release-watch routines, and communication standards.
- Create visibility into live-service health, incident trends, and recurring support risks.
- Lead production support engineers, AI operations analysts, and the finance-domain support lead.
- Build repeatable support routines, runbook discipline, and issue triage practices.
- Partner with Product, Engineering, and QA to improve supportability.
- Own incident governance for material issues, including severity calls and stabilization plans.
- Drive post-incident review practices to improve resilience.
- Oversee support patterns for AI-enabled workflows.
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