PRODUCTION SUPPORT MANAGER

PRODUCTION SUPPORT MANAGER

The Production Support Manager serves as the primary escalation point of contact for critical outages and defects affecting internal and external users, with responsibility for driving root cause identification of incidents to minimise service interruptions and improve stability and availability of applications for our customers as well as owning the Service Management documentation process, the Operations Procedures Manual and the audit processes.

Main Duties include:

• Governance and ownership of problem management and Incident management for documentation, reporting (operationally and internal risk reporting) and closing out within SLA timeframes.
• Participate in change & release meetings with clients as well as internal/external system groups.
• Conduct operational readiness analysis for projects, identify and analyse risks and recommend mitigations for changes.
• Liaise with other departments to improve stability of production systems and lead cross-functional teams under a matrix management structure to address and resolve complex incidents and problems.
• Help escalate service ticket resolutions for business users, management, vendors and clients as needed.
• Develop and perform analysis of trending reports and metrics to proactively prevent outages and deliver solutions.
• Co-ordinate and drive planning, design, testing and maintenance of IT recovery plans for both sites, ensuring plans are understood by IT and business staff.
• Liaise with departments to ensure proper planning and testing including the identification of key business processes and assessment of risks, of availability, integrity and confidentiality of those systems.
• Ensure appropriate documentation for business continuity across the group.
• Responsible for drafting and regular updating of the business continuity plan in readiness for audits
• Manage audits, including SSAE to include overseeing the process with third party audit firm and coordinating internal departments in providing the necessary documentation and support to ensure a successful audit.
• Work with the risk team, recording and organizing operational risks and risk ratings and tracking, reporting and ensuring close out of associated action plans
• Work with the data privacy team to coordinate data privacy related projects across the group, ensuring responsible parties in operations, IT and compliance properly document procedures, undertake related activities and close out action items
• Draft and ensuring Operations Procedures Manuals are kept up to date and formally approved on an annual basis, for each client.

Knowledge, Experience and Qualifications:

• A bachelor degree in computer science or equivalent is an asset
• Experience in technical support
• Experience with incident management
• Experience managing operational metrics (MTTR etc.) to establish clearly defined direction of improvement
• Working knowledge of Jira and Jira Service Desk would be an asset
• Ability to lead discussions and troubleshoot various technology disciplines including networking, security, storage, backup, monitoring, OS, clustering, virtualization, etc.
• Familiarity with various application architectures including web and client/server,
• Understanding of various infrastructure components such as routers, switches, storage, database, operating systems, queues, etc.
• Experience implementing or supporting monitoring strategies, tools and procedures
• Experience defining and monitoring Service Level Objectives for applications and processes
• Experience collaborating with Release management team for improving Production support
• Prior experience leading or supporting the DR/BCP process and documenting/updating business impact assessments

Knowledge, Experience and Qualifications:

• A bachelor degree in computer science or equivalent is an asset
• Experience in technical support
• Experience with incident management
• Experience managing operational metrics (MTTR etc.) to establish clearly defined direction of improvement
• Working knowledge of Jira and Jira Service Desk would be an asset
• Ability to lead discussions and troubleshoot various technology disciplines including networking, security, storage, backup, monitoring, OS, clustering, virtualization, etc.
• Familiarity with various application architectures including web and client/server,
• Understanding of various infrastructure components such as routers, switches, storage, database, operating systems, queues, etc.
• Experience implementing or supporting monitoring strategies, tools and procedures
• Experience defining and monitoring Service Level Objectives for applications and processes
• Experience collaborating with Release management team for improving Production support
• Prior experience leading or supporting the DR/BCP process and documenting/updating business impact assessments