"Alerted.org

Job Description

An employer in the insurance industry is looking for a Production Support Manager to join the fully remote team. This role requires a blend of management expertise and technical knowledge to ensure the stability, reliability, and performance of the client's software applications in production environments. This person will lead and manage a team of five production support engineers, providing technical guidance and support. They will conduct daily stand-ups and work closely with agile teams. The Production Support Manager will ensure tickets are responded to in a timely manner and maintain detailed documentation on production support procedures and playbooks. They will assist in SOC 2 audits by gathering evidence and conducting yearly access reviews, as well as generate and maintain documentation related to audits and compliance. They will oversee troubleshooting, root cause analysis, and resolution of critical incidents as well as collaborate with cross-functional teams to resolve incidents efficiently. Lastly, this person will communicate effectively with stakeholders to provide updates on system health, incident progress, and long-term improvements, as well as present updates and communicate effectively with business units and development teams

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

3-5 years of experience as a manager overseeing a team.

Proven ability to bring in SLAs and define objectives.

Experience with any monitoring solution (e.g., Datadog, Azure, Okta, Splunk, Kafka).

Strong technical knowledge, particularly with Azure and on-prem servers.

Experience with process documentation tools such as Lucid Chart and Markdown.

Experience with service now or similar ticketing platform.

Strong communication skills and the ability to prioritize and re-prioritize tasks.

High sense of urgency and the ability to react quickly to incidents.

Experience with ticketing systems similar to ServiceNow or Jira.

Ability to create career ladders and foster a growth mindset within the team. Strong understanding of ITIL practices and principles.

Proficient in DevOps practices, including CI/CD pipeline null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].