Human Powered, Technology Driven, Results First.
Production Support & Service Manager
Location
United States
Posted
57 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Production Support & Service Manager
Shyft6
This is a remote position. Production Support & Service Manager We are seeking a Production Support & Service Manager to lead ongoing support, incident management, and service delivery for AI-driven applications, data platforms, and client-facing solutions. This role will ensure the stability, performance, and reliability of systems operating across AWS, Azure, Tableau, Power BI, and DealCloud CRM. This individual will play a critical role in establishing and scaling production support operations for a growing AI-focused technology team, ensuring seamless service delivery and rapid issue resolution. Key Responsibilities - Lead and manage production support operations for applications, data platforms, and AI solutions - Oversee incident management, including triage, root cause analysis, and resolution - Establish and manage SLAs, SLIs, and KPIs for system performance and support responsiveness - Monitor system health across cloud platforms (AWS, Azure) and data/reporting tools - Manage support for data pipelines, ETL/ELT processes, and reporting platforms (Tableau, Power BI) - Oversee support and issue resolution for CRM integrations (DealCloud) - Implement and maintain monitoring, alerting, and observability frameworks - Coordinate with engineering, data, and QA teams to ensure smooth handoffs from development to production - Lead problem management initiatives to identify trends and prevent recurring issues - Drive continuous improvement of support processes, tools, and documentation - Manage and mentor a team of support engineers or analysts - Ensure compliance with security, governance, and operational standards Requirements Required Qualifications - 7+ years of experience in Production Support, Application Support, or IT Service Management - Experience supporting systems in cloud environments (AWS and/or Azure) - Strong understanding of incident, problem, and change management processes - Experience supporting data platforms, ETL pipelines, and reporting tools - Familiarity with monitoring and observability tools (e.g., Datadog, Splunk, New Relic, or similar) - Strong experience with SQL and data troubleshooting - Experience managing or leading support teams or service operations - Strong communication skills with the ability to interact with both technical and business stakeholders Key Traits for Success - Strong leadership with the ability to build and scale support operations - Calm and decisive under pressure with strong incident management skills - Proactive mindset focused on preventing issues vs. reacting to them - Strong analytical and troubleshooting abilities - Ability to balance technical depth with service delivery excellence
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