"Alerted.org

Job Description:

Senior Delivery Manager (Production Support and DevOps)

The person is responsible for ensuring the smooth and reliable operation of production systems and applications, acting as a point of contact for incidents and ensuring the efficient resolution of issues. They also play a key role in incident management, root cause analysis, and continuous improvement efforts. The person should have excellent leadership and people management skills and should be able to lead a large team of Production Support and DevOps Engineers.

Key roles and responsibilities:

Incident Management and Support:

**Monitoring and Troubleshooting:** Continuously monitor systems and applications for performance issues, incidents, and alerts, and proactively respond to incidents.

**Issue Resolution:** Diagnose and resolve production issues using advanced troubleshooting techniques.

**Root Cause Analysis:** Perform in-depth analysis to identify the root causes of incidents and prevent recurrence.

**Documentation and Communication:** Create and maintain documentation related to production issues and resolutions, and effectively communicate with stakeholders, including development and operations teams.

**Incident Management:** Oversee the incident management process, including prioritization, escalation, and resolution, ensuring timely and effective incident resolution.

System Performance and Optimization:

**Performance Monitoring:** Monitor system performance metrics, identify bottlenecks, and recommend solutions for performance optimization.

**Process Improvement:** Implement and maintain processes and procedures to improve production support efficiency and reduce downtime.

**Automation:** Identify and implement automation opportunities to streamline repetitive tasks and reduce manual effort.

**Data Analysis:** Analyze data related to production performance, incident trends, and support requests to identify areas for improvement and optimization.

Cross-Functional Collaboration:

**Collaboration with Development and Operations:** Work closely with development, operations, and other relevant teams to ensure seamless software deployment and integration.

**Communication and Reporting:** Provide regular reports on system performance, incident status, and support metrics to senior management and stakeholders.

**On-Call Support:** Participate in on-call rotations and respond to production issues after business hours.

Other Responsibilities:

**Training and Documentation:** Develop and deliver training materials and documentation to support production support teams.

**Process Improvement:** Identify and implement improvements to production support processes and procedures.

**Knowledge Management:** Maintain and update knowledge databases and documentation to support troubleshooting and incident resolution.

**Continuous Improvement:** Drive continuous improvement initiatives to enhance the overall efficiency and reliability of production support.

Technical Skills:

Excellent knowledge of ServiceNow, NewRelic, AWS Cloud, Application, System, Network, Cloud and DevOps.

Experience:

12+ years

Certification:

ITIL, AWS Certification are desired

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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