Job Summary
As Production Support Manager you will be an integral part of our engineering team, serving as a key contributor in the production life cycle of sophisticated, enterprise class software solutions designed to solve business challenges. You will have a knack for troubleshooting and solving problems. You will have a sense of ownership when tackling a problem, or taking on responsibility for issues. You will play a vital role leading our customer-facing support and problem resolution team by utilizing your leadership, analytical and technology skills.
Your focus will be:
Lead, coach, and mentor all Production Support team members
Lead the team in effectively troubleshooting technical issues and identify usability issues of our portfolio of applications
Organize and control team activities, manage personnel assignments, and maintain a balanced resource plan
Major responsibilities of this role include:
Maintain support queue metrics, establish response times and SLA performance
Track recurring issues, response, and work with engineering to deliver solutions
Cultivate a high performing engineering team culture to meet and exceed key success metrics, which include a people success metric.
Key Qualifications:
Education:
A Bachelor of Science in computer science is highly desired for this role or highly demonstrable experience delivering customer support and issue resolution in a large scale, fast paced environment.
Experience:
3 or more years experience as a Senior Application Support Analyst or similar role
Demonstrable understanding of the software development lifecycle and support of critical business applications
Ability to manage geographically distributed teams
Ability to remain calm in challenging situations and influence others to do the same
Skills & Abilities:
Outstanding client handling skills and communication skills - able to work with all levels of staff across the entire organization
Strong interpersonal skills working with business and technical teams
High degree of creativity and problem-solving ability
Ability to provide clear direction, performance management, identify developmental needs and to supply coaching and counseling to employees.
Strong time/project management and organization skills.
Ability to remain flexible and effective under pressure in a fast-paced environment.
Able to set and manage priorities
Experience with Zoho, Jira and Confluence is a competitive advantage. Experience with some problem case management system is required.
Experience supervising a team of software engineers and technicians in a support function.
Contact with Others:
This role will require considerable interactions each day working directly with:
Internal executives and staff
Partner software developers and support staff
Internal and external development resources
Internal product, support and management teams
Work Direction Over Others:
This role has direct reports and will require you to motivate and orchestrate the work of various development resources and oversee the quality of their work. You will be the primary source for mentoring, growth, and coaching for the production support team.
Supervision Received:
There is considerable autonomy in this role with an expectation of self-discipline, and self-motivation. Typical supervision consists of weekly check-ins, monthly and quarterly reports. Direct communication is crucial to ensure progress is made toward set objectives.
Pressure of Work:
Work may be fast-paced with high expectations, especially as new products are launched into the market. There may be added pressure if / when issues arise and must be addressed in order to support business needs. Generally work should be well-planned and scheduled in order to avoid consistent pressure.
Disclaimer:
As this position evolves and the role advances there may be additional requirements or requirements taken away over time in favor of role specialization.
