Production Support Manager

Procom
US - Delaware - Wilmington
January 10, 2025

Production Support Manager Intro We are currently interviewing for a Production Support Manager who will be responsible for managing the production support team.
This team supports a rules-based processing system that runs in a Microsoft Azure hosted environment, as well as a few legacy and mainframe applications.
The Production Support Manager will be working with one of our state government partners.
The COTS product used is a highly configurable N-tier architecture that uses several third-party products and incorporates a SQL Server database.
We are seeking someone who is a quick study and can quickly come up to speed on technologies and processes being used.
The Production Support Manager will work directly with the executive who is responsible for the system.
It is a highly visible position.
Production Support Manager Job Details - Work to ensure the stability, availability, and reliability of the tax and revenue COTS product.
• Provide daily direction to the production team by leveraging a matrix management approach that fosters a highly collaborative team culture.
• Work with the implementation partner's Service Deliver Manager to ensure alignment of DOR initiatives and direction, and effectiveness of services they are providing.
• Work with the production support team to provide recurring reporting and status to the customer.
• Manage active incidents and issues and provide recurring status updates to executive management.
• Responsible for the appropriate level of communication to impacted parties during and after incidents.
• Work directly with the primary customer contact to coordinate problem remediation discussions and activities.
• Implement and maintain ITIL processes within daily operational practices.
Ensure metrics and quality standards are adhered to.
• Develop and maintain effective relationships with partners, including the primary implementation partner and 3rd party providers whose products we use.
• Perform continuous improvement of processes and platforms by embracing new and better ways of doing things.
• Develop a strong understanding of the customer's business and its fundamental processes and systems.
• Own and resolve issues escalated to the production support team.
• Help facilitate technical troubleshooting of complex and highly visible technology incidents, engaging the resources from across the production team.
• Use strong technical and operational skills to proactively identify and recommend opportunities, creating sound processes that will increase the efficiency and effectiveness of problem escalation, tracking, reporting, and resolution.
• Collaborate with 3rd party partners whose products we use.
• Keep abreast of business changes targeted for implementation.
Production Support Manager Mandatory Skills - Bachelor's degree in computer science, CIS, MIS, or a related field - Experience working with Microsoft Application skills, particularly with Excel - 5+ years of relevant experience managing a production environment - Experience working in a Microsoft DevOps environment - Background as a production support manager in an ITIL-based processing environment - Strong leadership and drive to assist with the implementation and maintenance of ITIL production processes and support standards.
• Excellent communication skills - Experience working directly with executive leadership - Hands-on management style with the ability to work at and understand the technical aspects of problems that occur - Outgoing and enthusiastic personality - Professional business demeanor - Customer-focused attitude and desire to interface directly with end-user clients Production Support Manager Desired Skills - Quick learner with the ability to rapidly come up to speed on new technologies and processes Production Support Manager Start Date Immediate start preferred Production Support Manager Location Prefer Onsite but will allow Hybrid3 days a week in office.
position located in Wilmington, Delaware, United States.

Read the full job description and apply online on the recuiter's web-site

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