Production Support Manager

3 weeks ago

Riyadh, Saudi Arabia Rewaa Full time

**About the Role**:
**What You'll Do**:

- ** Lead and Mentor**: Oversee a multidisciplinary production support team, providing both technical and leadership guidance.
- ** Collaborate Effectively**: Work closely with Engineering Managers to develop and refine support strategies for each module, ensuring robust production support across the organization.
- ** Process Optimization**: Translate complex operational needs into actionable strategies, leading the development and implementation of standardized production support processes and procedures.
- ** Incident Management**: Manage the end-to-end incident response process, from initial report to resolution, ensuring mínimal downtime and disruption to services.
- ** Resource Management**: Allocate departmental resources efficiently, maintaining and enhancing a high-caliber production support team.
- ** Technical Oversight**: Ensure the stability and reliability of production environments, implementing best practices for continuous improvement.
- ** Strategic Planning**: Collaborate with management and engineering teams to align production support strategies with organizational goals.
- ** Analytics and Improvement**: Utilize incident data and feedback to drive improvements in production stability and support services.
- ** Cost Optimization**: Regularly review and optimize operational expenses, including cloud services and support tooling.

**What You'll Need**:

- ** Educational Background**: Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience).
- ** Experience**: Minimum of 6 years in a technical support or operations role with progressive leadership responsibilities.
- ** Leadership Skills**: Demonstrated success in leading support or operations teams, with a focus on mentoring and team development.
- ** Technical Proficiency**: Extensive knowledge of support processes, incident management, and production environment stability.
- ** Tools and Technologies**: Familiarity with cloud services (AWS preferred), monitoring tools, and incident management software.
- ** Operational Excellence**: Strong understanding of process improvement methodologies and experience in implementing standardized procedures across teams.
- ** Strategic Mindset**: Ability to translate operational challenges into strategic opportunities for improvement.
- ** Communication Skills**: Excellent interpersonal and communication skills, capable of collaborating effectively across all levels of the organization.
- ** Project Management**: Advanced project management skills, with experience in managing resources, schedules, and budgets.

**Why Join Us?**:
By joining our team as a Production Support Manager, you will play a critical role in maintaining the high quality and reliability of our services. You will have the opportunity to lead a talented team, drive operational excellence, and contribute to the strategic direction of our production environments. We offer a collaborative and supportive work environment, where innovation and initiative are valued and rewarded.

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