Production Support Engineering Manager
Overview
Our client is 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 OpenText, PrivateLink, 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.
The ideal candidate will possess a blend of technical expertise, people leadership experience, and financial services application support experience. This opportunity is also well-suited for a senior Production Support Lead looking to take the next step into a management role.
Key Responsibilities
Team Leadership & People Management
- Lead, coach, and develop a team of Production Support Engineers.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Conduct performance management, career development, and resource planning activities.
- Provide technical guidance and mentoring while remaining engaged with day-to-day support activities.
Production Support & Operational Stability
- Oversee daily production support activities for critical document management applications.
- Ensure application availability, performance, and operational stability.
- Lead incident, problem, and change management processes.
- Coordinate major incident response efforts and drive timely service restoration.
- Ensure root cause analysis is completed and corrective actions are implemented.
Application Support & Technology Oversight
- Manage support for OpenText, PrivateLink, electronic signature solutions, and related document management platforms.
- Partner with technical teams to support upgrades, enhancements, integrations, and application maintenance.
- Participate in troubleshooting complex production issues and provide technical leadership during escalations.
- Maintain support documentation, operational procedures, and recovery processes.
Risk, Audit & Compliance
- Own audit readiness and compliance activities for supported applications.
- Partner with Risk, Compliance, and Audit teams to address findings and support regulatory requirements.
- Ensure production support practices align with governance standards and organizational controls.
- Maintain appropriate documentation, evidence, and support records for audits and reviews.
Stakeholder Management
- Collaborate with Technology, Business, Risk, Compliance, and Vendor partners.
- Communicate service health, operational risks, incidents, and improvement initiatives to leadership.
- Support strategic planning and alignment of production support activities with business objectives.
Required Qualifications
- 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.
- Financial services or banking industry experience supporting production applications.
- Strong experience with:
- Incident Management
- Problem Management
- Change Management
- Major Incident Response
- Root Cause Analysis
- Production Support Operations
- Experience supporting document management platforms such as OpenText or similar enterprise content management solutions.
- Experience working within regulated environments with audit, compliance, and risk requirements.
- Strong understanding of production support best practices, monitoring processes, and operational controls.
- Excellent communication and stakeholder management skills.
Preferred Qualifications
- OpenText experience.
- Experience supporting document management or enterprise content management solutions.
- Experience supporting electronic signature platforms.
- ITIL or related service management certifications.
- Previous people management experience; however, strong technical leads ready to move into management will also be considered.
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