Senior Manager, Production Support & Reliability Operations
Remote
Contract
Position Summary
Client is building a more mature Production Support function and seeks a leader capable of creating operational discipline across application support, platform support, issue triage, customer-impact analysis, and service restoration. The goal is not merely ticket resolution but improving long-term platform reliability and operational accountability.
Responsibilities
- Build and lead enterprise production support operations.
- Define ownership models and support boundaries across engineering and operations teams.
- Enhance operational processes surrounding triage, prioritization, escalation, and communications.
- Reduce operational friction and alert noise.
- Partner with engineering teams to identify recurring production issues.
- Establish support metrics, dashboards, and reporting.
- Develop workforce models and support staffing plans.
- Drive operational readiness reviews for new releases.
- Lead continuous improvement initiatives focused on stability and customer impact reduction.
Required Experience
- 8+ years in production support, application support, or platform operations leadership.
- Background supporting highly available cloud environments.
- Experience building support operating models and governance processes.
- Understanding of ITSM platforms and operational workflows.
- Strong stakeholder communication skills.
Preferred
- Payments platform experience.
- Application reliability or SRE background.
- Experience working with distributed engineering organizations.