Production Support Triage Manager
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
Production Support Triage Manager
Location: Toronto- Hybrid 2 days in office
Production Support Triage Manager is responsible for managing day-to-day triage operations for incidents alerts and service requests in a production support environment. The role ensures accurate prioritization timely resolution SLA adherence and effective coordination across operations engineering and business stakeholders. Manage incident and request triage including severity assessment prioritization and assignment.
Coordinate and support P1P2 (Major Incident) management calls and ensure timely communication.
Monitor ticket queues backlog aging and SLASLO compliance.
Track recurring issues and support root cause analysis (RCA) and problem management.
Act as a central coordination point between application teams infrastructure vendors and business.
Prepare and share daily weekly operational dashboards and service review inputs.
Support release deployment and change activities from an operational readiness perspective.
Drive continuous improvement in triage accuracy response time and operational efficiency.
Tools Skills (Mandatory)
ServiceNow Incident Problem Change Management dashboards reporting JIRA Defect tracking operational tasks backlog management Confluence SOPs runbooks triage playbooks documentation Strong understanding of ITIL processes (Incident Problem Change) Experience in high-volume 24x7 production support environments Strong analytical prioritization and communication skills
Required Skills:
Finastra Global Payment Plus
