Manager, Production Support Engineering

Job#: 3043033

Job Description:
Manager, Production Support Engineering

Location: Chicago, Illinois (Hybrid)

Role Overview

We are seeking a Production Support Engineering Manager to lead a team responsible for the stability, support, governance, and ongoing enhancement of critical enterprise document management applications within a regulated financial services environment. This is a hands-on leadership role managing a team supporting enterprise content management, electronic signature platforms, and other document management technologies. The manager will be accountable for production support operations, incident management, audit and compliance activities, operational stability, and the development of a high-performing support team.

Key Responsibilities

• Lead, coach, and develop a team of Production Support Engineers, fostering a culture of accountability and continuous improvement.
• Conduct performance management, career development, and resource planning activities.
• Oversee daily production support activities for critical document management applications to ensure availability, performance, and operational stability.
• Lead incident, problem, and change management processes, including coordinating major incident response efforts.
• Manage support for platforms such as OpenText, PrivateLink, electronic signature solutions, and related document management technologies.
• Partner with technical teams to support upgrades, enhancements, integrations, and application maintenance.
• Own audit readiness and compliance activities, partnering with Risk, Compliance, and Audit teams to address findings and support regulatory requirements.
• Collaborate with Technology, Business, Risk, Compliance, and Vendor partners, communicating service health and operational risks to leadership.

Required Qualifications

Experience: 6-8+ years of experience supporting enterprise applications in a Production Support, Application Support, or Production Engineering environment. Prior experience leading technical teams or serving as a senior technical lead within the financial services or banking industry is required. Candidates must have strong experience with Incident Management, Problem Management, Change Management, Major Incident Response, Root Cause Analysis, and Production Support Operations.

Technical Skills: Experience supporting document management platforms such as OpenText or similar enterprise content management solutions. A strong understanding of production support best practices, monitoring processes, and operational controls is necessary. Experience working within regulated environments with audit, compliance, and risk requirements is essential.

Communication: Excellent communication and stakeholder management skills are required.

Preferred Qualifications

• Direct experience with OpenText.
• Experience supporting electronic signature platforms.
• ITIL or related service management certifications.
• Previous people management experience is preferred; however, strong technical leads ready to move into management will also be considered.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

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