Production Support Manager

Manages the overall support team by leading and guiding them to handle support issue resolution within defined timelines to ensure continuous business operations Key responsibilities Defines and owns the end to end production support process for our applications Takes accountability for issue resolution within defined SLAs Obsesses about system quality and customer experience Establishes a culture of doing detailed RCAs to get to the bottom of every issue Partners with development teams (internal and external) to prioritize issues Partners with infrastructure team for infra planning based on projected production load Tracks issues through to closure with development teams and customers Internal Use--Confidential Takes actions to prevent issues from recurring Earns trust of the users dependent on production support Maintains knowledge bases for issue management Communicates with organizational leadership on issues, statuses, and performance against KPIs Hires and operates a highperforming team KPIs # of reported issues # of open issues MTTR SLA compliance % of incident reduction based on permanent fixes/automation/utilities Customer satisfaction score Manages the overall support team by leading and guiding them to handle support issue resolution within defined timelines to ensure continuous business operations Key responsibilities Defines and owns the end to end production support process for our applications Takes accountability for issue resolution within defined SLAs Obsesses about system quality and customer experience Establishes a culture of doing detailed RCAs to get to the bottom of every issue Partners with development teams (internal and external) to prioritize issues Partners with infrastructure team for infra planning based on projected production load Tracks issues through to closure with development teams and customers Internal Use--Confidential Takes actions to prevent issues from recurring Earns trust of the users dependent on production support Maintains knowledge bases for issue management Communicates with organizational leadership on issues, statuses, and performance against KPIs Hires and operates a highperforming team KPIs # of reported issues # of open issues MTTR SLA compliance % of incident reduction based on permanent fixes/automation/utilities Customer satisfaction score