Manager, Production Support Engineering

About the Role

We are seeking a Production Support Engineering Manager to lead a team responsible for the stability, support, governance, and ongoing enhancement of critical enterprise document management applications within a regulated financial services environment. This is a hands-on leadership role managing a team supporting enterprise content management, electronic signature platforms, and other document management technologies.

Responsibilities

• Lead, coach, and develop a team of Production Support Engineers, fostering a culture of accountability and continuous improvement.
• Conduct performance management, career development, and resource planning activities.
• Oversee daily production support activities for critical document management applications to ensure availability, performance, and operational stability.
• Lead incident, problem, and change management processes, including coordinating major incident response efforts.
• Manage support for platforms such as OpenText, PrivateLink, electronic signature solutions, and related document management technologies.
• Partner with technical teams to support upgrades, enhancements, integrations, and application maintenance.
• Own audit readiness and compliance activities, partnering with Risk, Compliance, and Audit teams to address findings and support regulatory requirements.
• Collaborate with Technology, Business, Risk, Compliance, and Vendor partners, communicating service health and operational risks to leadership.

Requirements

• 6-8+ years of experience supporting enterprise applications in a Production Support, Application Support, or Production Engineering environment.
• Prior experience leading technical teams or serving as a senior technical lead within the financial services or banking industry.
• Strong experience with Incident Management, Problem Management, Change Management, Major Incident Response, Root Cause Analysis, and Production Support Operations.
• Experience supporting document management platforms such as OpenText or similar enterprise content management solutions.
• Understanding of production support best practices, monitoring processes, and operational controls.
• Experience working within regulated environments with audit, compliance, and risk requirements.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• Direct experience with OpenText.
• Experience supporting electronic signature platforms.
• ITIL or related service management certifications.
• Previous people management experience; strong technical leads ready to move into management will also be considered.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program, access to certification prep, and a library of technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team and a certified Career Coach.

Location: Chicago, Illinois (Hybrid)