CO Salary Range: USD 88,200.00 - 170,900.00 per year

　　JOB SUMMARY

　　The Production Support Manager is responsible for providing leadership, managing day to day production activities, ensuring production integrity, enforcing production standards. The position requires a managerial, technical and motivated individual capable of interacting with stakeholders, software teams and delivery operation engineers responsible for post-implementation support changes that go into the production. Will proactively monitor the production tickets, trend analysis, identify areas of improvement for batch and online routines, productivity increase for production support resources, performance tuning initiatives, planning and effective utilization of production resources and applications.

　　MAJOR DUTIES AND RESPONSIBILITIES

　　Actively and consistently support all efforts to simplify and enhance the customer experience.Oversee the day to day production needs. Hire, develop and mentor production support staff.This is a hands-on role, and the individual needs to feel comfortable with troubleshooting issues and providing leadership to the production support teams.Conduct daily reviews of production tickets, weekly review with Senior Management on the trend and report progress on improvement areas and actions.Ensure that the production tickets are monitored and brought under the threshold.Work with infrastructure teams in implementing environment related changes. Monitor the production support SLAs and ensure that all the batch and online programs strictly adhere to the SLAs. Highlight and escalate production incidents and changes that are missing SLAs.Understand the base product functionality and the business requirements. Ensure that the production support team is aware of the impact of the changes that go into production.Conduct and participate in postmortem calls for high severity incidents in production.Work on ecommerce application, they should be flexible to work with stakeholders and partners in different time zones.Responsibilities include analyzing production errors to define and create tools that help mitigate problems in the system design stage and applying user-defined integrations, improving the user experience.Prior experience with coordinating IT stakeholders, such as NOC teams, upstream & downstream teams, infrastructure teams, cloud teams, development/engineering teams, and change/release management teams.Research and incorporate new technologies related to alerting, monitoring, etc.

　　REQUIRED QUALIFICATIONS

　　Required Skills/Abilities and Knowledge

　　Ability to read, write, speak and understand EnglishExhibit excellent customer skills and be attentive to all department's needsAbility to organize and manage shifting priorities under tight deadlines and in pressure situationsAbility to multi-task and adapt quickly to changeDemonstrated ability to lead people and obtain results through othersDemonstrated technical aptitude and experience production technology including Splunk, App dynamics and datadogFamiliarity with video switchers, automated graphics systems and video serversEffective interpersonal and verbal communication skills with the ability to clearly communicate with all levels within the organization and with external vendorsProfessional courtesy and respect are vital at all times. Consistent ability to use positive languageRequires adaptability, enthusiasm, initiative, ability to handle criticism, even temperament and a positive approach to problem solvingAbility to work effectively within a team environmentDependable self-starter who can operate consistently with a high degree of accuracy.Attention to detail and desire to excelAbility to work independently without direct supervisionFamiliarity with master control operations and/or possess technical directing skillsAbility to work under time pressure deadlines

　　Required Education

　　Bachelor's degree in Computer Science

　　Required Related Work Experience and Number of Years

　　Production Support experience - 6+ years

　　Management or supervisory experience - 2+ years

　　PREFERRED QUALIFICATIONS

　　Preferred Related Work Experience and Number of Years

　　Supervisor or leadership experience - 2+ years

　　WORKING CONDITIONS

　　Office environment

　　Ability to work different shifts or longer shifts due to production environment emergencies

　　Ability to work weekends and holidays

　　MST503 2023-25245 2023

　　Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

　　A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

　　The pay for this position has a salary range of $88,200.00 to $170,900.00. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.

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