About the Role:

We are seeking a highly motivated and experienced Production Support Manager to join our dynamic team. In this critical role, you will be responsible for overseeing the day-to-day operations of our production environment, ensuring smooth and uninterrupted service delivery to our customers. You will lead a team of support engineers, providing guidance, mentorship, and technical expertise.

Key Responsibilities:

• Oversee Production Support Operations:
• Lead and manage a team of support engineers, providing guidance, mentorship, and technical expertise.
• Monitor and analyze system performance, proactively identifying and resolving potential issues.
• Ensure timely response and resolution of production incidents and outages.
• Implement and maintain robust incident management and escalation procedures.
• Conduct regular system audits and performance reviews to identify areas for improvement.
• Capacity Planning and Resource Management:
• Plan and manage system capacity to meet current and future business demands.
• Optimize resource utilization to maximize system efficiency and cost-effectiveness.
• Proactively identify and address resource bottlenecks.
• Incident Management and Resolution:
• Lead incident response and resolution efforts, ensuring timely communication and coordination with stakeholders.
• Conduct post-incident reviews to identify root causes and implement corrective actions.
• Develop and maintain comprehensive documentation of incident response procedures.
• Service Level Agreement (SLA) Management:
• Monitor and track key performance indicators (KPIs) related to service availability, response times, and resolution times.
• Ensure compliance with service level agreements (SLAs) and customer expectations.
• Proactively identify and address any potential SLA violations.
• Team Leadership and Development:
• Recruit, hire, and train high-performing support engineers.
• Foster a positive and collaborative team environment.
• Provide ongoing professional development opportunities for team members.
• Conduct performance reviews and provide constructive feedback.
• Continuous Improvement:
• Identify and implement process improvements to enhance operational efficiency and effectiveness.
• Stay abreast of emerging technologies and industry best practices.
• Drive innovation and continuous improvement within the support team.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 12+ years of experience in production support, with at least 5 years in a leadership role.
• Strong understanding of IT infrastructure, including servers, networks, databases, and applications.
• Experience with cloud computing platforms (e.g., AWS, Azure, GCP) is a plus.
• Proven ability to lead and mentor a high-performing team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical and troubleshooting skills.
• Ability to work independently and as part of a team.
• Experience with ITIL or other IT service management frameworks is a plus.
• Strong understanding of incident management and change management processes.