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Production Support Manager

SpotON Connections Full-Time  Anywhere 25 Sep 2017

Job Description

This role serves as the primary escalation point of contact for critical Production outages and defects impacting internal and external users, with responsibility for driving root cause identification of Incidents, to minimise service interruptions and improve stability and availability of applications for our customers. Additionally this role is responsible for scheduling and documenting ongoing business continuity planning and testing, managing audits and keeping policies and procedures up to date and ensuring they are followed. Works closely with the IT department, Project Management and Testing Teams.



  • A bachelor degree in computer science or equivalent
  • Solid experience in technical support and incident management
  • Solid experience managing operational metrics (MTTR etc)
  • Strong working knowledge of Microsoft Office suite
  • 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 partnering 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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