Production Support Lead
4 weeks ago
Reporting directly to Head of Technology Operations, you will be responsible for the management, production support and continual improvement of the cloud computing production environment that our SaaS technology platform runs on, the ownership and management of external software used in production and operational activities, and the creation, maintenance and improvement of tooling used to support operational activities for our platform. You will also lead the team with a focus on proactive monitoring and methodical delivery.
This will involve working collaboratively with Cloud Engineers, DevOps specialists, Developers, Information Security specialists, Operations staff, our Product team and external vendors, with a specific focus on deployment, day to day production support.
Ensure processes and methods are socialized and followed to ensure effective monitoring and control.
Ensure individual and team projects are delivered within agreed delivery dates.
Monitor and evaluate the efficiency and effectiveness of production support KPIs and dates
Monitor platform critical processes and systems.
Install, configure, and support new and existing servers and network infrastructure.
Plan and implement upgrades needed to maintain service levels, including security.
Maintain server uptime consistent with Business goals and metrics.
Carry out all activities pertaining to supporting the Cloud Infrastructure that our platform runs on, including (but not limited to) monitoring the Application, investigating and resolving Alerts and Outages, configuring the Monitoring/Alerting tooling, investigating external and internal client reported issues, and carrying out BAU maintenance activities.
Planning, execution and testing of the TS Platform’s Business Continuity and Disaster Recovery capability.
Manage the performance objectives and professional development of the support team, including initiation, monitoring, review and validation of individual training and development plans in line with organizational and business requirements.
Identify opportunities to stabilize, scale and simplify operations through continuous improvement activities.
Liaise with vendors supplying IT related products and negotiate contracts for equipment and services.
Create and approve policies to mitigate risk related to infrastructure.
Ensure full compliance with data privacy guidelines.
Our Ideal Profile
You have a proven track record of senior management and leadership in production support and incident management.
At least ten years’ experience supporting business-critical systems (Incident, Change and Problem management process) in a large-scale operations team.
Broad knowledge of IT Operations concepts, architecture & information security (ITIL/ Security).
You have a strong track record of providing proactive stakeholder management and working closely with internal co-leads and external vendors.
You are someone who appreciates the responsibility for planning, managing, and deploying product version for their organization.
You have led and motivated a group of engineers and department managers in the creation and implementation of DevOps & production support best practices.
Excellent interpersonal, communication, problem solving, analytical, organisational skills, with strong attention to detail and follow-through.
Hands-on commercial experience of supporting cloud-based SaaS systems (Amazon AWS Or Microsoft Azure)
Experience in setting up and managing Identity and Access Management, Backups, Restore and Disaster Recovery, and the equivalent technologies on Azure.
Hands-on commercial experience in both Linux and Windows systems administration and automation scripting.
Hands-on commercial experience managing Kubernetes Clusters
You will have been in charge of evaluating hardware and software performance, analysing root causes to performance variations and recommending changes based on your experience and client requirements.
You have dealt with delivery teams in their organization and ensured system stability, as well as strong security standards as directed by Security officers.
You know how to acquire and recruit talent for roles within your team
You have assessed competency gaps and taken an active role in the performance management and 360 feedback review process.
Requirements
Qualifications & Experience
6-8 years of experience managing a 10+ person team within a Saas Enterprise Solutions Provider.
6-10 years of experience with ownership of IT production support and service delivery within a mid-sized technology organization.
Significant experience of working within a large scale and complex infrastructure management structure including development of architecture and roadmaps.
Excellent analytical, quantitative, and conceptual problem-solving skills.
Excellent interpersonal skills, with demonstrable ability to successfully communicate across the senior leadership team while building influence with peers and direct reports as well as suppliers.
Excellent project and process management skills, with the ability to handle multiple vendors and multiple contracts, accurate work estimation, action planning and management routines.
Excellent people management skills, with the ability to identify performance gaps, recruit for needed profiles, train and develop engineers to bridge competency gaps.
Where applicable, understanding of government and industry regulations that will influence contracting approach and vendor behaviour.
Hands-on experience with design and implementation of distributed systems and containerized services, especially RedHat OpenShift Container Platform and Docker in both Cloud and on-premises.
Hands-on experience with implementation and use of application and platform monitoring tools
Hands-on experience with middleware technologies (Kafka).
Hands-on experience with building and managing MongoDB clusters.
Hands-on experience with webservers (Nginx).
Hands-on experience with API Management tools (Apigee) and writing/deploying OAS compliant webservice APIs.
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