Job Description

We are looking for a Production Support Manager to be responsible for managing the production support team.

What You'll Do

• Responsible for managing the production support team
• This team supports a rules-based processing system that runs in a Microsoft Azure hosted environment and a number of legacy mainframe and client server-based systems
• The Production Support manager will work directly with the executive who is responsible for the system. It is a highly visible position
• Work to ensure the stability, availability, and reliability of the tax and revenue systems
• Provide daily direction to the production team by leveraging a matrix management approach that fosters a highly collaborative team culture
• Work with the implementation partner’s Service Delivery Manager to ensure alignment of DOR initiatives and direction, and effectiveness services they are providing
• Work with the production support team to provide recurring reporting and status to the customer
• Manage active incidents and issues and provide recurring status updates to executive management
• Responsible for the appropriate level of communication to impacted parties during and after incidents
• Work directly with the primary customer contact to coordinate problem remediation discussions and activities
• Implement and maintain ITIL processes within daily operational practices. Ensure metrics and quality standards are adhered to
• Develop and maintain effective relationships with partners, including the primary implementation partner and 3rd party providers whose products we use
• Perform continuous improvement of process and platforms by embracing new and better ways of doing things
• Develop a strong understanding of the customers business and its fundamental processes and systems
• Own and resolve issues escalated to the production support team
• Help facilitate technical troubleshooting of complex and highly visible technology incidents, engaging the resources from across the production team
• Use strong technical and operational skills to proactively identify and recommend opportunities, creating sound processes that will increase the efficiency and effectiveness of problem escalation, tracking, reporting and resolution
• Keep abreast of business changes targeted for implementation

What You'll Need

Required:

• Bachelor’s degree in computer science, CIS, MIS, or a related field
• Experience working with Microsoft Application skills particularly with Excel
• Experience with Team Foundation Server (TFS) and ServiceNow
• 5+ years of relevant experience managing a production environment
• Experience working in a Microsoft DevOps environment
• Background as a production support manager in an ITIL-based processing environment
• Strong leadership and drive to assist with the implementation and maintenance of ITIL production processes and support standards
• Excellent communication skills
• Experience working directly with executive leadership
• Hands-on management style with the ability to work at and understand the technical aspects of problems that occur
• Outgoing and enthusiastic personality
• Professional business demeanor
• Customer-focused attitude and desire to interface directly with end-user clients

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor