Manager, Production Support

Description

ResponsibilitiesARMS Business Solutions is a Software as a Service organization. We provide an integrated management suite to insurance carriers, adjusters, collision repair centers and all partners involved in the claims and repair channels.We are looking for a smart, passionate and resultsoriented Production Support Manager to help us support our growing SaaS offering. As a Production Support Manager, you will be responsible for handling the execution of operational, tactical, and strategic activities daily. You will be responsible for supervising core production operations and applications 24 x 7, as well as responsible for supervising and developing a team of employees chartered with providing technical support. You will provide leadership and direction in stressful situations where multiple teams work to resolve issues. Additionally, you will develop, maintain and lead procedures that support production operations.To be successful in this role, you must have an understanding and experience around how to effectively support multiple software offerings used worldwide. This individual will need to show excitement in figuring out how things work end to end to be able to better support the software suite. You must be able to evangelize your thoughts to help drive innovative solutions to improve and streamline processes. ARMS Business Solutions is an exciting place to work where you are interacting with the highest level of engineering talent, constantly iterating, solving problems, and working together to empower each other.What youll be up to Technical and professional development of team members and direct reportsEnsuring all operational service level agreements (SLAs) are met and reported on regularlyEnsuring high levels of external and internal customer service, technical expertise, productivity, efficiency and quality in staff performanceReporting on application health and issue tracking using production support metricsPrioritizing and assigning tasks associated to change management and incident managementRecommending changes to processes and technologies to improve supportResponsible for employee career planning, technical/professional development, interviewing, hiring, rewarding, disciplining, performance and salary reviews.Responsible for 24x7 support for unexpected outagesDeveloping the team using your experiences, at the same time developing yourself by learning from the team experiencesEqual Opportunity Employer/Disability/VeteransQualificationsRequiredMust be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future3+ years of relevant work experience in IT2+ years of proven experience in managing reports directly or indirectly, to include career coaching, hiring, performance appraisals, salary reviews, etc.2+ years experience in development of processes and metrics used in production support2+ years of proven experience in project managementProficient with Microsoft Office SuiteProven experience in ensuring high levels of external and internal customer service, technical expertise, productivity, efficiency and quality in staff performanceExcellent problem solving and analytical skills with the ability to isolate problems, collect data, establish facts and draw valid conclusionsProficient in process development and release managementPossess strong multitasking skills with attention to detailExperience in managing tasks against deadlines as well as mitigate risksExcellent written and verbal communication skillsDisplayed leadership and team centric skills and strong solution orientationPossess strong interpersonal and conflict management skillsProven experience in being selfdriven to achieve consistent performance improvement in self and employeesAbility to independently learn and keep pace with changing technologiesMust be committed to incorporating security into all decisions and daily job responsibilities