Production Support Manager

Responsibilities

• Provide technical leadership and operational guidance to the Production Support Engineering team.
• Lead and participate hands-on in troubleshooting complex production issues across on-premise and hosted environments.
• Mentor and coach team members to drive issues to resolution while maintaining high service quality.
• Collaborate with Customer Success, Services, Product Management, Engineering, and Delivery teams to resolve customer and operational issues.
• Identify opportunities to improve customer satisfaction, system resiliency, and operational efficiency.
• Analyze case trends to determine high-impact improvements related to quality, monitoring, and proactive support.
• Participate in managing and tracking SLAs and KPIs to ensure performance expectations are met or exceeded.
• Create, maintain, and enforce standard operating procedures and training documentation.
• Lead remote and local debugging of multiple applications using standard tools and established architecture.
• Coordinate with L3 teams on incidents, defects, and complex escalations.
• Oversee development and maintenance of SQL-based and script-based monitoring solutions.
• Manage after-hours support for high-severity production issues.
• Ensure team compliance with organizational processes, best practices, and OKRs.