Production Support Lead

Quick Facts

• Own end-to-end operational health, availability, and supportability for a critical enterprise application
• Lead incident management (P1/P2) and war-room response
• Drive incident reduction via root cause analysis and problem management
• Build operational dashboards and executive health scorecards

Description

Lead and improve production support for a critical enterprise application by transforming reactive support into a proactive, data-driven model. You will manage incident response, coordinate escalations with engineering/infrastructure/business stakeholders, and partner on permanent engineering fixes. You will also analyze trends, maintain KPI reporting, and ensure ITIL-aligned Incident, Problem, and Change processes.

Responsibilities

• Ensure operational health, availability, and supportability of the application
• Lead incident management and ensure timely resolution of P1/P2 incidents with minimal business impact
• Drive incident reduction initiatives using RCA and problem management
• Facilitate war-room calls during critical production incidents
• Manage cross-functional escalations and coordinate support, development, infrastructure, and business stakeholders
• Partner with engineering to prioritize and implement permanent fixes through improvement backlogs
• Analyze incident trends, recurring failure patterns, and operational metrics
• Develop and maintain operational dashboards, KPI reports, trend analyses, and executive health scorecards
• Ensure adherence to ITIL Incident, Problem, and Change Management
• Drive continuous service improvement to improve stability, reduce incident volume, and shorten resolution times
• Provide regular operational updates and communicate incident status to leadership and business stakeholders
• Foster a culture of accountability and proactive operational excellence

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field, or equivalent professional experience
• Proven experience leading production support teams in high-volume enterprise application environments
• ITIL certification with hands-on experience in Incident Management, Problem Management, and Change Management
• Strong working knowledge of Microsoft SQL Server (MSSQL)
• Strong working knowledge of VB.NET and VB6
• Ability to review application code, perform diagnostic analysis, execute database queries, and collaborate effectively with engineering teams during incident resolution
• Demonstrated success reducing incident volumes through structured problem management and root cause elimination
• Experience managing client-facing escalations and leading cross-functional incident resolution efforts
• Strong analytical capabilities with experience creating operational reports, KPI dashboards, and trend analyses using Excel and/or Power BI
• Excellent verbal and written communication skills
• Ability to thrive in a fast-paced environment and manage multiple priorities under pressure

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan