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Production Support Manager – Administration services

Quad Consultancy Full-Time  Anywhere 12 Jul 2018

Job Description

Our client is an international company providing a full range of administration solutions in the international Life, Pension and Investment sectors looking for a Production Support Manager to join their team.


Key Responsibilities

  • Governance and ownership of problem management and Incident management for documentation, reporting (operationally and internal risk reporting) and closing out within SLA timeframes.
  • Participate in change & release meetings with clients as well as internal/external system groups.
  • Conduct operational readiness analysis for projects, identify and analyse risks and recommend mitigations for changes.
  • Liaise with other departments to improve stability of production systems and lead cross-functional teams under a matrix management structure to address and resolve complex incidents and problems.
  • Help escalate service ticket resolutions for business users, management, vendors and clients as needed.
  • Develop and perform analysis of trending reports and metrics to proactively prevent outages and deliver solutions.
  • Co-ordinate and drive planning, design, testing and maintenance of IT recovery plans for both sites, ensuring plans are understood by IT and business staff.
  • Liaise with departments to ensure proper planning and testing including the identification of key business processes and assessment of risks, of availability, integrity and confidentiality of those systems.
  • Ensure appropriate documentation for business continuity across the group.
  • Responsible for drafting and regular updating of the business continuity plan in readiness for audits
  • Manage audits, including SSAE to include overseeing the process with third party audit firm and coordinating internal departments in providing the necessary documentation and support to ensure a successful audit.


  • A bachelor degree in computer science or equivalent is an asset
  • Experience in technical support
  • Experience with incident management
  • Experience managing operational metrics (MTTR etc.) to establish clearly defined direction of improvement
  • Working knowledge of Jira and Jira Service Desk would be an asset
  • Ability to lead discussions and troubleshoot various technology disciplines including networking, security, storage, backup, monitoring, OS, clustering, virtualization, etc.
  • Familiarity with various application architectures including web and client/server,
  • Understanding of various infrastructure components such as routers, switches, storage, database, operating systems, queues, etc.
  • Experience implementing or supporting monitoring strategies, tools and procedures
  • Experience defining and monitoring Service Level Objectives for applications and processes
  • Experience collaborating with Release management team for improving Production support
  • Prior experience leading or supporting the DR/BCP process and documenting/updating business impact assessments
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