What are the responsibilities and job description for the Production Support Manager position at ValueMomentum?
Key Responsibilities
· Production Support Leadership:
o Manage day-to-day production support operations to maintain system availability, performance, and compliance with USDA regulations.
o Own and drive incident management, problem r root cause analysis to minimize disruptions.
o Lead the triage, prioritization, and resolution of production issues in collaboration with business, IT, and vendor teams.
o Ensure adherence with monitoring, alerting, and escalation procedures are in place to preempt and mitigate system failures and pursue continuous improvement opportunities.
· Help Desk & Service Desk Integration:
o Bridge Production Support and Help Desk functions to improve issue resolution, documentation, and knowledge sharing.
o Define and implement workflows ensuring smooth handoffs between Service Desk and Production Support teams.
o Establish incident communication protocols to keep stakeholders informed during major disruptions.
· Process & Continuous Improvement:
o Drive automation, process enhancements, and proactive maintenance to improve system stability.
o Work closely with development teams to ensure seamless transition from development to production environments.
o Identify recurring issues and establish preventive measures to minimize future incidents.
· Major IT & Business Transformation Support:
o Support Hudson Crop’s ongoing business and IT transformation initiatives, ensuring production systems evolve alongside new technology rollouts.
o Collaborate with engineering, architecture, and DevOps teams to integrate new solutions with minimal business disruption.
Qualifications
· 7 years of experience in Production Support, IT Operations, or Application Support in a regulated industry (insurance, financial services, or agriculture preferred).
· Excellent understanding of cloud technology – preferably Azure
· Familiarity with ITSM tools (such as ServiceNow)
· Strong leadership and incident management experience, with expertise in troubleshooting complex production issues.
· Experience working with 24x7 mission-critical systems where downtime has significant business impact.
· Familiarity with USDA regulatory requirements and their impact on business and IT operations (preferred).
· Strong understanding of ITIL, service management, and escalation procedures.
· Hands-on experience with monitoring tools, logging solutions, and automation for support operations.
· Ability to partner with Help Desk teams, developers, and infrastructure teams to ensure smooth support operations.
· Excellent communication and stakeholder management skills, able to work across business and IT teams.
· Oversight of Contract/Service provider Vendor resources
· Ability to Design and refine SLA & KPI’s
About ValueMomentum:
Headquartered in New Jersey, US, ValueMomentum is one of the fastest-growing software & solutions firms focused on the Insurance, Healthcare and Financial Services domain. Our industry focus, expertise in technology backed by R&D, and our customer-first approach uniquely position us to deliver the value we promise and drive momentum to our customers’ initiatives. ValueMomentum is amongst the top 10 insurance-focused IT services firms in North America in terms of the number of customers. Leading insurers, banks, and healthcare firms trust ValueMomentum with their core transformation and digital transformation initiatives. We are looking for talented, passionate, and creative people to join our rapidly expanding team and discover unlimited opportunities for growth!
ValueMomentum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
