Reliability Manager /Application Support Manager – Production

A Reliability Manager/Application Support Manager – Production

is an IT operations leader responsible for keeping production SaaS applications running, restoring service during outages, and preventing recurring incidents.

They lead the operational response to production issues, manage 24x7 on-call support, coordinate technical teams during outages, oversee monitoring and alerting, and drive root cause analysis and corrective actions after incidents occur.

A Reliability Manager typically:

Leads major incident calls when production outages occur.

Coordinates developers, infrastructure engineers, vendors, and support teams to restore service.

Reviews production alerts and monitoring dashboards.

Ensures the on-call team responds appropriately to incidents.

Escalates critical issues to leadership when needed.

Conducts root cause analysis after outages.

Tracks corrective actions to reduce repeat incidents.

Reviews service availability, incident trends, and operational metrics.

Improves monitoring, alerting, runbooks, and operational procedures.

Works closely with customer support teams on escalated customer-impacting issues