Vice President - Production Support Manager

About the role

This is a Lead Software Production Management & Reliability Engineering position at Vice President level, part of the job family responsible for overseeing the production environment, ensuring the operational reliability of deployed software, and implementing strategies to optimize performance and minimize downtime.

Responsibilities

• Provide strategic leadership and oversight for complex distributed and cloud platforms, ensuring operational excellence and regulatory compliance.
• Lead and manage critical incidents, ensuring timely resolution and effective communication with executive management and business stakeholders.
• Troubleshoot and resolve issues across hardware, software, application, network, and cloud stacks.
• Build and maintain relationships with senior stakeholders, downstream consumers, IT partners, and development teams globally.
• Mentor and manage a high-performing production support team, promoting continuous improvement, learning, and resilience.
• Drive automation, toil reduction, and enhancements in observability, monitoring, and reliability across platforms.
• Own and evolve documentation, knowledge sharing, and best practices for global teams.
• Collaborate with development and infrastructure teams to resolve support issues and implement reliability solutions.
• Represent production support in executive forums, influencing technology and business decisions.
• Operate in a 'follow-the-sun' support model, with rotational on-call and weekend coverage.
• Develop and implement programs to establish and enhance reliability and production management practices in the department.
• Support end users and business functions in day-to-day operations.

Requirements

• Bachelor of Computer Science, Engineering, or a related field.
• Minimum 8+ years of hands-on experience in Production Support, Production Management, or a similar technical leadership role.
• Proven people management and team leadership experience.
• Strong working knowledge of UNIX/Linux operating systems, scripting languages (e.g., Shell, Python, Perl, JavaScript), and relational databases (e.g., Sybase, DB2, SQL, Postgres, Snowflake, MongoDB).
• Expertise in analyzing, debugging, and troubleshooting complex applications, infrastructure, and database issues.
• Excellent and confident communicator, able to manage high-pressure environments and executive-level communication.
• Flexibility in working hours, including rotational on-call and weekend coverage.
• Experience supporting financial industry systems is highly valued.
• Knowledge of ITIL, SDLC, and Agile development practices.
• Experience with cloud/distributed computing technologies and certifications is a plus.
• Experience using and configuring DevOps tooling (e.g., Terraform), and in instrumenting application endpoints for logging, metrics, and events.
• Strong documentation and knowledge-sharing skills.
• Experience in implementing reliability engineering and production management program.

Qualifications

• Expertise in troubleshooting large-scale distributed applications and managing critical incidents.
• Hands-on experience supporting applications deployed on cloud platforms, particularly Azure.
• Experience with modern observability and monitoring tools (e.g., Azure Monitor, AppInsights, Prometheus, Grafana, Datadog, Kubernetes, Docker, Ansible).

Skills

• Technical leadership and management skills.
• Problem-solving and troubleshooting abilities.
• Communication and stakeholder management skills.
• Flexibility and adaptability to a fast-paced environment.
• Ability to work independently and as part of a team.
• Knowledge of ITIL, SDLC, and Agile development practices.
• Experience with cloud/distributed computing technologies and certifications.
• Experience with DevOps tooling and observability tools.

Benefits

• Comprehensive health and wellness programs.
• Flexible work arrangements.
• Professional development opportunities.
• Employee resource groups.
• Community involvement and volunteer programs.
• Work-life balance initiatives.

Pay

Competitive compensation package, including base salary, bonus, and benefits.

Schedule

Rotational on-call and weekend coverage required.