Job title: Production Support Manager
Job Summary:
The Production Support Manager is responsible for overseeing the daily operations of the production support team, ensuring that all systems are functioning efficiently and effectively. The role involves troubleshooting technical issues, managing the team's workload, and implementing process improvements to streamline operations.
Responsibilities and Duties:
- Lead a team of production support analysts in resolving technical issues and providing support to end users
- Monitor system performance and ensure maximum uptime by proactively identifying and resolving issues
- Develop and implement best practices for incident management and problem resolution
- Collaborate with development teams to implement changes and improvements to production systems
- Provide training and mentorship to team members to enhance their technical skills and knowledge
- Communicate with stakeholders to provide updates on system issues and resolution progress
- Ensure compliance with IT governance and security policies and procedures
Qualifications and Skills:
- Bachelor's degree in Computer Science, Information Technology, or a related field
- 5+ years of experience in production support or IT operations
- Strong technical skills in troubleshooting and resolving technical issues
- Experience with incident management tools and methodologies
- Excellent communication and leadership skills
- Ability to work in a fast-paced, dynamic environment and handle multiple priorities
- Knowledge of ITIL or other IT service management frameworks
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