This is a remote position.

We are seeking a
Production Support & Service Manager
to lead ongoing support, incident management, and service delivery for AI-driven applications, data platforms, and client-facing solutions. This role will ensure the
stability, performance, and reliability
of systems operating across
AWS, Azure, Tableau, Power BI, and DealCloud CRM
.

This individual will play a critical role in establishing and scaling
production support operations
for a growing AI-focused technology team, ensuring seamless service delivery and rapid issue resolution.

Key Responsibilities

• 
  Lead and manage
  production support operations
  for applications, data platforms, and AI solutions
• 
  Oversee
  incident management
  , including triage, root cause analysis, and resolution
• 
  Establish and manage
  SLAs, SLIs, and KPIs
  for system performance and support responsiveness
• 
  Monitor system health across
  cloud platforms (AWS, Azure)
  and data/reporting tools
• 
  Manage support for
  data pipelines, ETL/ELT processes, and reporting platforms (Tableau, Power BI)
• 
  Oversee support and issue resolution for
  CRM integrations (DealCloud)
• 
  Implement and maintain
  monitoring, alerting, and observability frameworks
• 
  Coordinate with engineering, data, and QA teams to ensure
  smooth handoffs from development to production
• 
  Lead
  problem management
  initiatives to identify trends and prevent recurring issues
• 
  Drive
  continuous improvement
  of support processes, tools, and documentation
• 
  Manage and mentor a team of
  support engineers or analysts
• 
  Ensure compliance with
  security, governance, and operational standards

Requirements

Required Qualifications

• 
  7+ years of experience in
  Production Support, Application Support, or IT Service Management
• 
  Experience supporting systems in
  cloud environments (AWS and/or Azure)
• 
  Strong understanding of
  incident, problem, and change management processes
• 
  Experience supporting
  data platforms, ETL pipelines, and reporting tools
• 
  Familiarity with
  monitoring and observability tools
  (e.g., Datadog, Splunk, New Relic, or similar)
• 
  Strong experience with
  SQL and data troubleshooting
• 
  Experience managing or leading
  support teams or service operations
• 
  Strong communication skills with the ability to interact with both technical and business stakeholders

Key Traits for Success

• 
  Strong leadership with the ability to
  build and scale support operations
• 
  Calm and decisive under pressure with strong
  incident management skills
• 
  Proactive mindset focused on
  preventing issues vs. reacting to them
• 
  Strong analytical and troubleshooting abilities
• 
  Ability to balance
  technical depth with service delivery excellence