Production Support Manager
·Fully Remote (they always have been)
·Up to circa £70,000 + excellent bens
·Hours: Core: 9am - 2:30pm, 40 hours per week (manage your own time), occasional out of hours
An excellent opportunity has arisen with an exciting SaaS company who work with some of the world's biggest brands. We are looking for a proactive production support manager who can coordinate people, across teams, all of whom work from home. The Production Support Manager will work closely with all IT teams to ensure smooth running of production systems. This role is expected to have up to 10 direct reports and will report to the COO.
·Monitoring of production systems (application and infrastructure) / being aware of the status of any production monitoring that is completed by other teams
oReact to issues raised from monitoring
·Ensure tickets are raised for work that needs to be completed for resolution
oRaise tickets for system maintenance work where required
eg for support tools etc.
oProvide Business comms / maintain a status page / reporting etc.
oIdentify improvements for monitoring and work with the relevant teams to get it implemented and documented
·Ownership of P1 production issues
oEnsure production issues are logged and details of investigations are documented
oBusiness users are notified of P1 production issues and what is being done about them
(also when next update will be given etc.)
oCoordinate efforts to resolve P1 production issues, liaise with other teams to get quickest resolution possible
oOwn any hotfixes and ensure appropriate processes are followed by those involved
oEnsure Post Implementation Review process is completed for any p1 issues and any actions identified are completed
·Ownership of P2 and lower production issues
oConfirm issue exists (recreate issue) and is appropriately logged
oTriage issues according to an agreed priority matrix
oAssign issues to correct team for resolution, provide comms where relevant i.e. development / infrastructure issue etc.
oTrack numbers of issues being raised for different things to feed into system improvements
·Managing of client messaging for system outages
·Tracking of any system metrics we are contractually obliged to deliver on (eg % up time)
·Manage changes to the production system
·Maintain appropriate documentation
·Experience Production Support Manager, Incident Manager or SDM
·Excellent internal / external communication management skills
·Ideally a technical background
·Experience with monitoring tools would be beneficial