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Production Support Manager

Company Name:
Bridge2 Solutions
Production Support Manager
You will be responsible for:
Assisting in representing Production Support to the organization ensuring that high-availability and the ability to identify customer-facing issues is included in the development or deployment of new products and services.
Identifying and recommending opportunities for clean-slate process improvement with regards to incident management, fault monitoring, triage procedures and issue escalation.
Ensuring timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management.
Defining, implementing, and publishing key performance metrics for business applications, such as critical system incident/outage counts, application-related help desk ticket statistics, and relevant business process metrics.
Develop and maintain effective working relationships with business applications vendors and service providers, including clear management of expectations, periodic review of partner performance based on objective criteria, and appreciative communications.
Managing on-call list for various resources.
Maintaining escalation and contact lists for mission critical systems, services, and revenue generating partners.
Stakeholder management and executive communications escalation.
After hours call facilitation, coordination and communications during critical outage situations.
We need you to have:
A Bachelors degree (or in the process of obtaining a degree) in Computer Science, Information Technology or equivalent.
Excellent leadership, organizational, communication, customer service, problem solving and interpersonal skills. Prior personnel management skills a must.
Solid understanding of all applications, equipment and software currently being used throughout the company.
Ability to effectively identify, triage and drive resolution of incidents, assist in change management and deployment support.
Awareness of customer issues and ability to resolve problems in a timely manner.
The ability to learn new IT technologies and disciplines.
We hope you have:
Strong hands-on technical experience (previous experience as a Linux/Unix, Network, & Storage system administrator is a plus).
NOC or production support. Experience with monitoring tools. Experience with JIRA or other Service Desk tools.
Scripting / programming experience desired.
Experience in managing overall aspects of enterprise level web applications (technical and business process).
Experience with production application and back office application deployments.

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