Senior Manager, Production Support

Senior Manager, Production Support

At IntelyCare, purpose matters! We are changing the future of healthcare by changing the future of work for nurses. We’ve built our mission-driven company on the idea that nursing professionals deserve better and when they are happy, patient care is elevated, and our healthcare systems thrive. Through our easy-to-use app and platform, nursing professionals get the pay, freedom, and flexibility they deserve while our partnered facilities get access to nursing resources when and where they need them.

The Senior Manager of Production Support will lead a team responsible for ensuring the smooth operation and stability of critical production environments at IntelyCare. This role will oversee incident management, root cause analysis, and proactive system monitoring while working closely with cross-functional teams to implement solutions that enhance system reliability. The ideal candidate is a strategic thinker with a strong technical background and a proven track record in managing production support functions in a fast-paced environment. 

Key Responsibilities

• Team Leadership: Lead, mentor, and develop a team of production support engineers and analysts, fostering a culture of continuous improvement, accountability, and collaboration. 
• Incident Management: Oversee the timely resolution of production incidents, ensuring minimal downtime and effective communication with stakeholders throughout the incident lifecycle. 
• Problem Management: Drive root cause analysis efforts and implement corrective actions to prevent recurrence, coordinating with development and operations teams to address systemic issues. 
• Monitoring and Reporting: Develop and maintain monitoring systems to proactively identify potential issues and areas of concern, ensuring timely interventions to mitigate risks to production environments. 
• Process Optimization: Continuously refine and optimize production support processes, implementing industry best practices to enhance service delivery and system performance. 
• Stakeholder Collaboration: Act as the primary point of contact for production support matters, working closely with product, engineering, and operations teams to align on priorities and ensure business objectives are met. 
• Service Level Management: Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs), driving initiatives to improve response times and system availability. 
• Strategic Planning: Develop long-term strategies for production support, including capacity planning, disaster recovery, and technology upgrades to future-proof the environment. 

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field; Master’s degree preferred or equivalent professional experience
• 8+ years of experience in production support, IT operations, or a related field, with at least 3 years in a managerial role. 
• Strong technical background with expertise in system administration, database management, networking, or software development. 
• Proven experience with incident, problem, and change management processes. 
• Excellent leadership skills with a track record of building and leading high-performing teams. 
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions. 
• Exceptional communication and interpersonal skills, with the ability to effectively interact with technical and non-technical stakeholders. 
• Ability to thrive in a fast-paced, high-pressure environment with a strong focus on delivering results. 

Preferred Skills

• Certification in ITIL, PMP, or other relevant methodologies. 
• Strong working knowledge of ZenDesk, and reporting applications such as DOMO. 
• Familiarity with cloud platforms (AWS, Azure, GCP) and DevOps practices. 
• Experience with automation tools and scripting languages. 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Please be aware, qualified candidates will be contacted directly via email by an IntelyCare Talent Acquisition Partner, from an IntelyCare email address.