• Production Support Manager

    CAI (Newark, DE)


    Job ID Number

    R4980

    Employment Type

     

    Full time

     

    Worksite Flexibility

     

    Hybrid

    Job Summary

    The Production Support Manager will oversee the daily operations of development and production environments, providing technical and team leadership to ensure systems run smoothly and reliably. This role requires a seasoned professional with a proactive mindset, the ability to lead a multi-level support team, and strong coordination skills across deployments, change management, and vendor relationships.

    Job Description

    We are looking for a **Production Support Manager** to oversee the daily operations of development and production environments, providing technical and team leadership to ensure systems run smoothly and reliably. This position will be **full-time** and **hybrid** in **Newark, DE.**

     

    What You'll Do

    Operational Oversight:

    + Provide hands-on technical support for both development and production environments.

    + Troubleshoot and resolve incidents with urgency, driving toward root cause identification and permanent resolution.

    + Monitor system performance, identify trends, and implement preventative measures to minimize downtime.

    Change & Release Management:

    + Oversee end-to-end change management processes, ensuring all changes are tested, approved, and implemented without impacting business continuity.

    + Manage release cycles including planning, scheduling, coordination, and stakeholder communication.

    Platform Production:

    + Lead the stabilization and go-live support of modernized platform components.

    + Ensure operational readiness through effective documentation, knowledge transfer, and support procedures.

    Team Management:

    + Manage, mentor, and support a team of Level 1-3 Production Support professionals.

    + Foster a culture of accountability, continuous learning, and performance excellence.

    Vendor & Stakeholder Engagement:

    + Maintain strong working relationships with external vendors to optimize support responsiveness and quality.

    + Serve as the primary liaison between production support, development, QA, infrastructure, and business teams.

    Reporting & Governance:

    + Provide reporting and insights to leadership on incident trends, resource needs, system health, and support metrics.

    + Participate in disaster recovery planning and testing to ensure system resilience.

    Incident Management:

    + Direct incident response activities, facilitate root cause analysis (RCA), and drive incident resolution efforts across teams.

    Process Improvement:

    + Identify and implement process enhancements to improve efficiency, reduce errors, and optimize support workflows.

    Communication & Documentation:

    + Act as the point of contact for production support communications across internal and external teams.

    + Maintain thorough documentation of system configurations, troubleshooting protocols, and support playbooks.

    Training & Development:

    + Conduct team and user training on tools, technologies, and new procedures.

    + Support team members with career development guidance and performance feedback.

     

    What You'll Need

    Required:

    + Minimum 8 years of experience in production support, technical operations, or related IT disciplines.

    + Demonstrated experience leading support teams across multiple support tiers (L1-L3).

    + Deep understanding of modernized platforms, DevOps, and SDLC methodologies.

    + Proven success in managing complex incident triage and recovery efforts.

    + Strong vendor management, organizational, and multitasking capabilities.

    + Excellent communication and interpersonal skills, with the ability to engage both technical and non-technical stakeholders.

    Preferred:

    + Prior experience with go-live support, cloud environments, and enterprise applications is a plus.

    Physical Demands

    + Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

    + Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

    + Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

     

    The pay range for this position is $110,000 - $130,000 annually (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit package includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.​

     

    Reasonable Accommodation Statement

     

    If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

     

    Equal Employment Opportunity Policy Statement

     

    CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.