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Senior Manager - Production Management (NGEMR)

Senior Manager - Production Management (NGEMR)

SynapxeSingapore, Michigan, Singapore
30+ days ago
Job type
  • Full-time
Job description

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Position Overview

Recruiting a highly experienced proactive IT professional with 8 to 10 years or more of hands-on experience in IT production maintenance support. The candidate will demonstrate the ability to work with a team responsible for ensuring seamless service delivery in a fast-paced environment. This role combines technical expertise, leadership, and process management to oversee maintenance schedules, drive resolution of production tickets, and ensure operational efficiency.

The role also includes ongoing professional development, staying updated with the latest software releases and patches. Certification in a Commercial Off-The-Shelf (COTS) product (Epic) suite relevant to the role is required, along with a proven track record in maintaining production systems for optimal performance. Training and certification will be provided.

Role & Responsibilities

Leadership & Management

  • Coordinate IT analysts within and across multiple teams responsible for production maintenance support.
  • Oversee resolution of production issues and track service tickets to ensure adherence to priorities and resolution times.
  • Monitor performance metrics and report regularly to senior management on ticket status, resolution times, and team productivity.
  • Drive continuous improvement initiatives to streamline incident management and reduce downtime.
  • Host user engagement meetings to prioritize and plan production issue resolutions.
  • Lead a team of 2 to 4 direct reports and coordinate with matrix teams.

IT Production Support

  • Ensure availability, reliability, and performance of production environments.
  • Coordinate resolution of high-severity issues, directing support teams and providing timely updates to stakeholders.
  • Troubleshoot, resolve, and escalate critical issues within SLAs.
  • Perform root cause analysis and collaborate on long-term fixes.
  • Lead incident triage and resolution efforts, ensuring customer satisfaction.
  • Manage planned maintenance activities like product updates and resilience testing.

    • Professional Learning

  • Stay current with product updates and obtain relevant certifications.
  • Participate in bug fixing and contribute to product stability.
  • Collaborate with build teams to implement fixes with minimal disruption.

    • COTS Product Expertise

  • Maintain expertise in relevant COTS products and their integration.
  • Lead upgrades, patches, and feature implementations.
  • Work with vendors and internal teams to resolve issues and optimize configurations.

    • Requirements

  • Bachelor's degree in Computer Science, IT, or related field.
  • 8-10 years of experience in IT production support, with 2-4 years in leadership.
  • Experience managing service tickets, SLAs, and working with technical teams.
  • Experience with COTS products and relevant certifications.
  • Strong troubleshooting and analytical skills.
  • Excellent communication and interpersonal skills.
  • Knowledge of ITIL processes, incident management, and SLA monitoring.
  • Proficiency with system monitoring and issue tracking tools (e.g., ServiceNow).
  • Ability to adapt to new technologies quickly.
  • ITIL Foundation certification is a plus.

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    Senior Manager Production • Singapore, Michigan, Singapore