Production Operations Manager

Responsibilities

• Lead and manage the end-to-end Production Operations function for Business Analytics, covering production monitoring, operational support, incident management, service management, deployment support, and hypercare for BA-managed reports, dashboards, ADM, and BDM assets.
• Establish, implement, and continuously improve Production Operations strategies, processes, policies, and ways of working to ensure reliable and scalable BA production support aligned with agreed SLAs and KPIs.
• Manage urgent production operations calls during business hours and serve on call outside office hours, including weekdays after 6 PM, weekends, and holidays.
• Oversee daily health checks across managed ADM and BDM workspaces, monitor failed jobs, blocked jobs, runtime deviations, null values, and partition inconsistencies, and ensure timely corrective action or escalation.
• Own and govern incident management for BA-managed pipelines and production assets from issue detection through assessment, diagnosis, resolution, communication, and escalation as needed.
• Lead problem management for recurring production issues by driving root cause analysis, identifying permanent fixes, and coordinating implementation with the appropriate owning teams.
• Govern the BA Operations service management intake process and ensure proper prioritization and fulfillment of operational requests such as node reruns, backfills, dashboard UAM, automation tools management, and L1/L2 investigations.
• Lead deployment readiness and operational handover activities by ensuring completeness of deployment artifacts, operations manuals, deployment guides, ops checklists, and post-deployment validation requirements before production release.
• Manage production deployment execution in collaboration with Analysts, Release and Deployment, QA, and relevant stakeholders, and ensure proper execution of revert plans and incident documentation when issues occur.
• Provide leadership and direction to Production Operations Engineers by assigning work, removing blockers, reviewing output quality, managing capacity, and ensuring delivery of support activities within committed timelines.
• Partner closely with Analytics Managers, DAISMs, QA, Data Solutions, Data Engineering, Governance, business stakeholders, and external support teams to manage dependencies, operational readiness, escalations, and service continuity.
• Drive continuous improvement and automation initiatives that improve monitoring, alerting, deployment quality, support efficiency, and overall stability of BA-managed production assets.
• Ensure complete and up-to-date operational documentation, knowledge assets, and support references to improve auditability, onboarding, consistency, and resilience of the Production Operations function.

Requirements

• Proven experience in production support, analytics operations, data platform operations, or a similar function supporting reports, dashboards, and data pipelines.
• Proven people management or team leadership experience in leading operations or support teams and driving process improvements and performance management.
• Strong SQL skills required for operational troubleshooting, validation, ad hoc investigation, and support of data pipelines and reporting assets.
• Hands-on experience with BI and reporting tools such as Google Data Studio, Google Sheets, and Excel; familiarity with BigQuery, Tableau, Power BI, Alibaba DaaS, or similar platforms is preferred.
• Experience using Jira and Confluence or similar tools for service management, ticketing, issue tracking, and operational documentation is preferred.
• Strong understanding of analytics, data warehousing, operational controls, deployment processes, and incident management practices.
• Experience in access management, platform administration, or governance-controlled support processes is an advantage.
• Strong communication, stakeholder management, and cross-functional coordination skills.
• Prior experience in financial services, fintech, or large-scale transaction data environments is an advantage.