Senior Manager, Production Support & Reliability Operations at Engold Consulting | Torre
Senior Manager, Production Support & Reliability Operations
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Senior Manager, Production Support & Reliability Operations

Engold Consulting
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Full-time

Legal agreement: To be defined

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Remote (anywhere)
Shared by
Erick Daniel Peralta Martinez
 19 days ago

Responsibilities

Position SummaryWe are building a more mature Production Support function and seek a leader capable of creating operational discipline across application support, platform support, issue triage, customer-impact analysis, and service restoration. The goal is not merely ticket resolution but improving long-term platform reliability and operational accountability.ResponsibilitiesBuild and lead enterprise production support operations.Define ownership models and support boundaries across engineering and operations teams.Enhance operational processes surrounding triage, prioritization, escalation, and communications.Reduce operational friction and alert noise.Partner with engineering teams to identify recurring production issues.Establish support metrics, dashboards, and reporting.Develop workforce models and support staffing plans.Drive operational readiness reviews for new releases.Lead continuous improvement initiatives focused on stability and customer impact reduction.Required Experience8+ years in production support, application support, or platform operations leadership.Background supporting highly available cloud environments.Experience building support operating models and governance processes.Understanding of ITSM platforms and operational workflows.Strong stakeholder communication skills.PreferredPayments platform experience.Application reliability or SRE background.Experience working with distributed engineering organizations.
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