What are the responsibilities and job description for the Production Support Manager-Hybrid in Wilmington, DE-C2H-only W2 position at Saksoft?
Job Details
e are looking for a Production Support Manager to be responsible for managing the production support
team. This position will be full-time and hybrid in Wilmington, DE.
What You'll Do
Responsible for managing the production support team
This team supports a rules-based processing system that runs in a Microsoft Azure hosted
environment and a number of legacy mainframe and client server-based systems
The Production Support manager will work directly with the executive who is responsible
for the system. It is a highly visible position
Work to ensure the stability, availability, and reliability of the tax and revenue systems
Provide daily direction to the production team by leveraging a matrix management
approach that fosters a highly collaborative team culture
Work with the implementation partner s Service Deliver Manager to ensure alignment of
DOR initiatives and direction, and effectiveness services they are providing
Work with the production support team to provide recurring reporting and status to the
customer
Manage active incidents and issues and provide recurring status updates to executive
management
Responsible for the appropriate level of communication to impacted parties during and
after incidents
Work directly with the primary customer contact to coordinate problem remediation
discussions and activities
Implement and maintain ITIL processes within daily operational practices. Ensure metrics
and quality standards are adhered to
Develop and maintain effective relationships with partners, including the primary
implementation partner and 3rd party providers whose products we use
Perform continuous improvement of process and platforms by embracing new and better
ways of doing things
Develop a strong understanding of the customers business and its fundamental processes
and systems
Own and resolve issues escalated to the production support team
Help facilitate technical troubleshooting of complex and highly visible technology incidents,
engaging the resources from across the production team
Use strong technical and operational skills to proactively identify and recommend
opportunities, creating sound processes that will increase the efficiency and effectiveness
of problem escalation, tracking, reporting and resolution
Keep abreast of business changes targeted for implementation.
What You'll Need
Required:
Bachelor s degree in computer science, CIS, MIS, or a related field
Experience working with Microsoft Application skills particularly with Excel
Experience with Team Foundation Server (TFS) and ServiceNow
5 years of relevant experience managing a production environment
Experience working in a Microsoft DevOps environment
Background as a production support manager in an ITIL-based processing environment
Strong leadership and drive to assist with the implementation and maintenance of ITIL
production processes and support standards
Excellent communication skills
Experience working directly with executive leadership
Hands-on management style with the ability to work at and understand the technical
aspects of problems that occur
Outgoing and enthusiastic personality
Professional business demeanor
Customer-focused attitude and desire to interface directly with end-user clients
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
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
