Production Support & Service Manager

<h3>This is a remote position.</h3><div><b><b>Production Support &amp; Service Manager</b></b><p>Reporting to Head of Engineering, owns the production support operating model, incident management, service levels, release-watch support, escalation governance, and overall live-service quality across pods. This role ensures Production Support is proactive, disciplined, and tightly connected to Engineering, Product, QA, and business stakeholders.</p><h3><b>Key Responsibilities</b></h3><h3>Service Reliability Leadership</h3><p>·Define the production support operating model, incident lifecycle, severity framework, and support expectations across pods.</p><p>·Establish service levels, escalation paths, release-watch routines, and communication standards for production issues.</p><p>·Create visibility into live-service health, incident trends, and recurring support risks.</p><h3>Team &amp; Process Leadership</h3><p>·Lead production support engineers, AI operations analysts, and the finance-domain support lead.</p><p>·Build repeatable support routines, runbook discipline, and issue triage practices that scale across products and workflows.</p><p>·Partner with Product, Engineering, and QA to improve supportability and reduce recurring production issues.</p><h3>Incident &amp; Stakeholder Management</h3><p>·Own incident governance for material issues, including severity calls, stakeholder updates, escalation management, and stabilization plans.</p><p>·Ensure business and technical stakeholders have clear visibility into impact, next steps, and resolution progress.</p><p>·Drive post-incident review practices that improve resilience and reduce repeat failures.</p><div>Finance &amp; AI Production Readiness<p>·Ensure finance-sensitive workflows receive the right level of production support, issue classification, and escalation handling.</p><p>·Oversee support patterns for AI-enabled workflows, including degraded outputs, fallback scenarios, trust issues, and human-review triggers.</p><p>·Work with business and technical teams to distinguish software defects from data, process, training, or model-behavior issues.</p><br><h3>Requirements</h3><h3><b>Required Qualifications</b><ul><li>​</li></ul><p>·8+ years of production support, application support, service reliability, or engineering operations experience, including team leadership.</p><p>·Strong knowledge of incident management, service operations, support processes, release support, and escalation discipline.</p><p>·Experience working closely with engineering and product teams in modern software delivery environments.</p><p>·Ability to communicate clearly with both technical and business stakeholders during high-pressure situations.</p><p>·Comfort operating in finance-sensitive, workflow-heavy, or business-critical application environments.</p></h3><h3>·Bachelor's degree preferred.</h3><h3>You Are<p>·Structured, pragmatic, and highly credible.</p><p>·Calm under pressure and comfortable making judgment calls with incomplete information.</p><p>·A builder of reliable operating processes, not just a responder to tickets.</p><p>·Focused on trust, transparency, and service quality.</p><br></h3><h3>Benefits</h3><h3>Salary plus performance-based bonus.</h3><p>Actual compensation packages are determined by evaluating a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, education, certifications, cost of labor, and internal equity.</p><br></div></div><p>Originally posted on <a href="https://himalayas.app">Himalayas</a></p>