Production Support Manager

Job Summary:

The Production Support Manager will oversee the support and maintenance of production systems, ensuring their stability, performance, and availability. This role involves managing a team of support analysts, coordinating with various departments, and implementing best practices for incident management and problem resolution.

Key Responsibilities:

• System Monitoring and Maintenance:
  • Monitor production systems to ensure optimal performance and availability.
  • Perform regular maintenance tasks, including backups, updates, and patches.
  • Implement and maintain monitoring tools and dashboards.
• Incident Management:
  • Lead the response to production incidents, ensuring timely resolution.
  • Coordinate with relevant teams to diagnose and fix issues.
  • Develop and implement incident management procedures and protocols.
• Problem Resolution:
  • Analyze recurring issues and identify root causes.
  • Develop and implement solutions to prevent future occurrences.
  • Maintain a knowledge base of common issues and resolutions.
• Team Leadership:
  • Supervise and mentor the production support team.
  • Conduct performance evaluations and provide professional development opportunities.
  • Foster a collaborative and proactive team environment.
• Collaboration and Communication:
  • Work closely with development, operations, and business teams to understand their needs and provide technical support.
  • Communicate system status, incidents, and resolutions to stakeholders.
  • Facilitate cross-functional collaboration to ensure successful support outcomes.
• Continuous Improvement:
  • Identify opportunities for process improvement and automation.
  • Implement best practices for production support and system maintenance.
  • Stay updated with industry trends and emerging technologies.

Qualifications:

• Education:
  • Bachelor s degree in Computer Science, Information Systems, or a related field.
  • Advanced degree or certifications in ITIL, project management, or system administration preferred.
• Experience:
  • Minimum of 5 years of experience in production support or system administration.
  • Proven track record of leading support teams and resolving complex technical issues.
• Skills:
  • Strong knowledge of system monitoring and maintenance tools.
  • Excellent problem-solving and analytical skills.
  • Proficiency in scripting languages and automation tools.
  • Effective communication and interpersonal skills.
  • Strong organizational and project management abilities.

Working Conditions:

• Full-time position.
• Hybrid Work environment, 3 Days in office/2 Remote
• Will require on-call availability for incident response.