Production Support Manager

Vintti stands at the forefront of economically advantageous staffing solutions for US businesses. By facilitating partnerships between American companies and Latin American professionals, we offer a pathway to reduced operational costs without sacrificing quality. Our approach enables businesses to reinvest savings into core areas, fostering growth and enhancing overall market competitiveness.

A Production Support Manager is responsible for overseeing the seamless operation of production systems, ensuring that these systems run efficiently, without interruption, and meet performance and reliability targets. This role involves coordinating with various teams, such as development, operations, and quality assurance, to address and resolve any technical issues that arise. The manager also implements system improvements, monitors system performance, and enforces best practices and compliance standards. Their proactive approach in preempting potential problems and swiftly addressing incidents ensures minimal downtime and maximizes productivity.

- Bachelor's degree in Computer Science, Information Technology, or related field.
- 5+ years of experience in IT production support or a related field.
- Proven experience managing production support teams and ticketing systems.
- Strong troubleshooting and problem-solving skills.
- Excellent interpersonal and communication skills.
- Ability to prioritize and manage multiple tasks under pressure.
- Experience with incident management and root cause analysis.
- Familiarity with ITIL or other IT service management frameworks.
- Proficiency in monitoring tools and system health checks.
- Hands-on experience with change management and release management processes.
- Understanding of data analysis and reporting techniques.
- Demonstrated knowledge of disaster recovery and business continuity planning.
- Familiarity with system security protocols and access control measures.
- Strong organizational and documentation skills.
- Ability to work collaboratively with cross-functional teams.
- Experience with regulatory compliance in production environments.
- Proficiency in using production support tools and applications.
- Ability to train and mentor junior team members.
- Availability for on-call support outside of regular business hours.
- Strong analytical skills and attention to detail.

- Monitor and manage production support ticketing system.
- Diagnose and resolve production support issues.
- Coordinate with teams for incident resolution.
- Manage and prioritize incidents based on impact.
- Communicate status of issues with stakeholders.
- Conduct root cause analysis.
- Implement solutions to prevent recurring incidents.
- Develop and maintain standard operating procedures.
- Perform regular system health checks.
- Ensure compliance with SLAs.
- Provide training to junior team members.
- Collaborate with development and QA teams during releases.
- Create and maintain performance reports.
- Participate in change and release management meetings.
- Improve support processes and workflows.
- Coordinate disaster recovery and business continuity planning.
- Document production systems and configurations.
- Escalate critical incidents to senior management.
- Oversee system security and access control.
- Perform data analysis to identify trends and insights.
- Ensure alignment with corporate policies and regulations.

The ideal candidate for the Production Support Manager role will possess a Bachelor's degree in Computer Science, Information Technology, or a related field and offer over 5 years of robust experience in IT production support. The candidate will have a proven track record of managing production support teams and ticketing systems, demonstrating exceptional troubleshooting and problem-solving skills. With strong leadership abilities, they will be adept at prioritizing and managing multiple tasks under pressure, ensuring compliance with SLAs, and effectively communicating with stakeholders. They will be proficient in using monitoring tools and performing system health checks, familiar with ITIL or similar IT service management frameworks, and have hands-on experience in change and release management processes. The candidate will demonstrate superior data analysis and reporting techniques, as well as a thorough understanding of disaster recovery and business continuity planning and execution. They will also have a solid grasp of system security protocols and regulatory compliance requirements. Exceptionally organized with excellent documentation skills, the candidate will excel in a collaborative environment, mentoring junior team members and fostering strong cross-functional relationships. Key personal attributes include a proactive and forward-thinking mindset, the ability to remain calm and make sound decisions under pressure, high integrity, and a strong customer service orientation. With a commitment to continuous improvement and high ethical standards, the ideal candidate will articulate complex technical issues concisely and be available for on-call support beyond standard office hours.

- Monitor and manage the production support ticketing system for incoming issues.
- Diagnose and resolve production support issues in a timely manner.
- Coordinate with various teams to ensure swift resolution of incidents.
- Manage and prioritize incidents based on their impact on business operations.
- Communicate effectively with stakeholders regarding the status and progress of open issues.
- Conduct root cause analysis for recurring incidents and implement solutions to prevent future occurrences.
- Develop, document, and maintain standard operating procedures for production support.
- Perform regular system health checks and monitoring to proactively identify potential issues.
- Ensure compliance with Service Level Agreements (SLAs) for incident resolution.
- Provide training and guidance to junior team members on best practices for production support.
- Collaborate with development and QA teams during new releases and deployments to ensure smooth transitions.
- Create and maintain reports and metrics on production support performance.
- Participate in change management and release management meetings.
- Continuously improve production support processes and workflows.
- Coordinate and participate in disaster recovery and business continuity planning and testing.
- Ensure proper documentation of all production systems, configurations, and support activities.
- Manage and escalate critical incidents to senior management as needed.
- Oversee system security and access control measures for production environments.
- Perform data analysis and generate reports to identify trends and insights.
- Ensure all production support activities are aligned with corporate policies and regulatory requirements.

- Excellent problem-solving skills
- Strong leadership abilities
- High level of accountability and responsibility
- Exceptional organizational skills
- Strong analytical and strategic thinking
- Ability to stay calm under pressure
- Proactive and forward-thinking mindset
- Strong attention to detail
- Excellent time management skills
- Ability to prioritize tasks effectively
- Strong communication and interpersonal skills
- Ability to work collaboratively and build strong relationships
- High level of technical proficiency
- Adaptability and flexibility
- Strong customer service orientation
- Ability to mentor and develop team members
- Commitment to continuous improvement
- High integrity and ethical standards
- Strong decision-making capabilities
- Ability to articulate complex technical issues concisely

- Competitive salary range of $90,000 - $120,000 per year.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off (PTO) and holiday schedule.
- Flexible working hours.
- Remote work opportunities.
- 401(k) retirement plan with company match.
- Professional development programs and training.
- Tuition reimbursement for continuing education.
- Employee assistance program (EAP).
- Life and disability insurance.
- Performance-based bonuses.
- Wellness programs and gym membership discounts.
- Support for industry certifications and memberships.
- Employee recognition and rewards programs.
- Collaborative and inclusive work environment.
- Opportunities for career advancement and promotions.
- Access to cutting-edge technology and tools.
- Company-sponsored social events and team-building activities.
- Parental leave and family support benefits.