Production Support Lead
Production Support Lead
Posted on :
06-07-2025
Employer Active
1 Vacancy
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Job Description
About the Role:
We are seeking a highly motivated and experienced Production Support Manager to join our dynamic team. In this critical role you will be responsible for overseeing the day-to-day operations of our production environment ensuring smooth and uninterrupted service delivery to our customers. You will lead a team of support engineers providing guidance mentorship and technical expertise.
Key Responsibilities:
- Oversee Production Support Operations:
- Lead and manage a team of support engineers providing guidance mentorship and technical expertise.
- Monitor and analyze system performance proactively identifying and resolving potential issues.
- Ensure timely response and resolution of production incidents and outages.
- Implement and maintain robust incident management and escalation procedures.
- Conduct regular system audits and performance reviews to identify areas for improvement.
- Capacity Planning and Resource Management:
- Plan and manage system capacity to meet current and future business demands.
- Optimize resource utilization to maximize system efficiency and cost-effectiveness.
- Proactively identify and address resource bottlenecks.
- Incident Management and Resolution:
- Lead incident response and resolution efforts ensuring timely communication and coordination with stakeholders.
- Conduct post-incident reviews to identify root causes and implement corrective actions.
- Develop and maintain comprehensive documentation of incident response procedures.
- Service Level Agreement (SLA) Management:
- Monitor and track key performance indicators (KPIs) related to service availability response times and resolution times.
- Ensure compliance with service level agreements (SLAs) and customer expectations.
- Proactively identify and address any potential SLA violations.
- Team Leadership and Development:
- Recruit hire and train high-performing support engineers.
- Foster a positive and collaborative team environment.
- Provide ongoing professional development opportunities for team members.
- Conduct performance reviews and provide constructive feedback.
- Continuous Improvement:
- Identify and implement process improvements to enhance operational efficiency and effectiveness.
- Stay abreast of emerging technologies and industry best practices.
- Drive innovation and continuous improvement within the support team.
Qualifications:
- Bachelors degree in Computer Science Information Technology or a related field.
- 12 years of experience in production support with at least 5 years in a leadership role.
- Strong understanding of IT infrastructure including servers networks databases and applications.
- Experience with cloud computing platforms (e.g. AWS Azure GCP) is a plus.
- Proven ability to lead and mentor a high-performing team.
- Excellent communication interpersonal and problem-solving skills.
- Strong analytical and troubleshooting skills.
- Ability to work independently and as part of a team.
- Experience with ITIL or other IT service management frameworks is a plus.
- Strong understanding of incident management and change management processes.
Employment Type
Full-Time
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