Senior Manager, Production Support & Reliability Operations

Senior Manager, Production Support & Reliability Operations

Remote

Contract

Position Summary

Client is building a more mature Production Support function and seeks 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.

Responsibilities

• Build 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 Experience

• 8+ 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.

Preferred

• Payments platform experience.
• Application reliability or SRE background.
• Experience working with distributed engineering organizations.