What are the responsibilities and job description for the Head of Production Support position at Exiger?
The Production Support team enables our growth by ensuring that existing customers are happy and successful in their use of the Exiger's solutions, incidents are well managed, including tracked, documented with root cause analysis. The Head of Production Support is a new role that will manage, develop, coach and mentor Commercial and Government Support and Incident Management staff who respond to client requests, reproduce and troubleshoot issues
To be successful, this individual must collaborate effectively with multiple stakeholders across product management, software engineering, data science, infrastructure, security, business, innovation and pre-sales functions within Exiger and be able to manage multiple projects working in a fast-past environment.
What You'll Do
- Collaborate with vendors and support teams to identify, triage, and resolve production incidents, ensuring minimal impact on business operations
- Escalate unresolved issues promptly, working closely with vendors and key stakeholders through desired resolution
- Oversee incident management process from issue onset to remediation, ensuring systems of record are documented appropriately
- Manage service level agreements to ensure timely resolution of incidents
- Conduct root cause analysis when applicable to identify underlying issues and prevent reoccurrence
- Demonstrate ability to manage conflict, build consensus, and facilitate problem-solving and collaboration amongst cross functional teams
- Identify and implement process improvement initiatives to ensure operational excellence
- Strong written and oral communication skills across all levels, from peers to senior leadership
- Strategic thinker with ability to make decisions in accordance with regulations, policies, and procedures
About You
We're an amazing place to work. Why?
LI-Hybrid
This is a full-time hybrid opportunity in Richmond, Virginia
Exiger is revolutionizing the way corporations, government agencies and banks manage risk and compliance with a combination of technology-enabled and SaaS solutions. In recognition of the growing volume and complexity of data and regulation, Exiger is committed to creating a more sustainable risk and compliance environment through its holistic and innovative approach to problem solving. Exiger's mission to make the world a safer place to do business drives its award-winning AI technology platform, DDIQ, built to anticipate the market's most pressing needs related to evolving ESG, cyber, financial crime, third-party and supply chain risk. Exiger has won 30 AI, RegTech and Supply Chain partner awards.
Exiger's core values are courage, excellence, expertise, innovation, integrity, teamwork and trust.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
