Production Support & Service Manager

This is a remote position.

We are seeking a Production Support & Service Manager to lead ongoing support, incident management, and service delivery for AI-driven applications, data platforms, and client-facing solutions. This role will ensure the stability, performance, and reliability of systems operating across AWS, Azure, Tableau, Power BI, and DealCloud CRM.

This individual will play a critical role in establishing and scaling production support operations for a growing AI-focused technology team, ensuring seamless service delivery and rapid issue resolution.

Key Responsibilities

• Lead and manage production support operations for applications, data platforms, and AI solutions
  
• Oversee incident management, including triage, root cause analysis, and resolution
  
• Establish and manage SLAs, SLIs, and KPIs for system performance and support responsiveness
  
• Monitor system health across cloud platforms (AWS, Azure) and data/reporting tools
  
• Manage support for data pipelines, ETL/ELT processes, and reporting platforms (Tableau, Power BI)
  
• Oversee support and issue resolution for CRM integrations (DealCloud)
  
• Implement and maintain monitoring, alerting, and observability frameworks
  
• Coordinate with engineering, data, and QA teams to ensure smooth handoffs from development to production
  
• Lead problem management initiatives to identify trends and prevent recurring issues
  
• Drive continuous improvement of support processes, tools, and documentation
  
• Manage and mentor a team of support engineers or analysts
  
• Ensure compliance with security, governance, and operational standards
  

Requirements

Required Qualifications

• 7+ years of experience in Production Support, Application Support, or IT Service Management
  
• Experience supporting systems in cloud environments (AWS and/or Azure)
  
• Strong understanding of incident, problem, and change management processes
  
• Experience supporting data platforms, ETL pipelines, and reporting tools
  
• Familiarity with monitoring and observability tools (e.g., Datadog, Splunk, New Relic, or similar)
  
• Strong experience with SQL and data troubleshooting
  
• Experience managing or leading support teams or service operations
  
• Strong communication skills with the ability to interact with both technical and business stakeholders
  

Key Traits for Success

• Strong leadership with the ability to build and scale support operations
  
• Calm and decisive under pressure with strong incident management skills
  
• Proactive mindset focused on preventing issues vs. reacting to them
  
• Strong analytical and troubleshooting abilities
  
• Ability to balance technical depth with service delivery excellence