Job Detail
95K to 120KSummary The Production Support Manager (PSM) is responsible for ensuring the success of production environment uptime, maintenance, field communication, internal issue coordination, root-cause analysis, performance improvement, capacity planning, incident analysis and reporting by working with all IT staff.
The PSM must be an excellent communicator, leader, decision-maker, coordinator of critical issues and driver of solutions who excels in a fast-paced environment and provides unparalleled support to the business units and clients. Upholding and improving the IT service reputation is a critical factor to success in the position.
The PSM will oversee various technical teams on a day-to-day basis, including direct management of 8-10 people.
The PSM reports directly to the Vice President of Information Technology.
Job Duties• Coordinates, owns, and communicates all production issues to resolution.
• Analyze, communicate, track, and coordinate all production system outages, including scheduled maintenance.
• Perform root-cause analysis in conjunction with internal staff.
• Identify and coordinate production performance improvement efforts.
• Identify and coordinate production capacity planning efforts.
• Draft and ensure adherence to Service Level Agreements (SLAs).
• Real-time monitoring/gathering of production information.
• Assist in Compliance Coordination efforts for IT
• Define and maintain issue escalation workflow and contact information for business units, partners, and vendors.
• Reporting to include (but not exclusively): order TAT for all business units, system availability (Prod and Test), order reconciliation, incident trend, open incidents, telephony, etc.
• Excellent understanding of business units and their workflows.
• Excellent organizational skills, detail oriented, and ability to work in multi-task working conditions with minimal supervision.
Experience• Minimum 7-10 years of increasingly responsible IT experience in a combination or subset of the following areas: Production support/ helpdesk/ business analysis/ project management with focus on software development (web based software preferred). Experience should include a minimum 3 years formal management, (required).
• Track record of building a high performing team, including effective selection and interviewing, performance management, clarifying roles and responsibilities, fostering teamwork, facilitating/resolving team or individual conflicts, providing coaching and motivating information technology professionals, (required).
Minimum QualificationsKnowledge and Abilities:
• Excellent communication skills.
• Strong understanding of SQL databases, DB structure and DB performance tools.
• Working familiarity with XML.
• Expertise in MS Office; MS Word, Excel, PowerPoint and Visio (Project preferred).
• Understanding of SDLC principles.
Debra Mayek952-841-9510 ext. 2debra@involveit.comContact UsSubmit Resume