Auxo Solutions · 22 hours ago

Production Support Program Manager

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

Own the overall success and continuous improvement of the production support program, ensuring it meets internal and client expectations.

Metrics-driven reporting and service delivery.

Establish, optimize, and enforce clear processes for issue triaging, escalation, and resolution.

Lead a team of Production Support Managers, Solution Architects, and Application Engineers, ensuring alignment on objectives and maintaining high levels of performance.

Act as the primary point of contact for high-priority escalations and drive timely resolutions, ensuring client satisfaction.

Work closely with cross-functional teams, including engineering, product management, and customer-facing teams, to ensure seamless support operations.

Manage support processes specifically related to custom applications, ensuring smooth operational flow for both internal teams and clients.

Define, track, and report on key performance indicators (KPIs) and service level agreements (SLAs) for production support to ensure high service standards.

Communicate with clients to understand support needs, set expectations, and provide regular updates on progress and outcomes.

Proactively identify areas for improvement within the production support model and implement changes to drive operational efficiency.

Qualification

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Production Support ManagementCustom Application SupportJiraLow-Code PlatformsStart-Up Experience

Required

Minimum 5 years of experience managing production support programs in a technical and/or custom software environment.

Proven track record of leading and mentoring teams, including Production Support Managers, Solution Architects, and Application Engineers.

Strong understanding of custom application support models, with hands-on experience in Jira and low-code platforms (such as Unqork) being a significant advantage.

Strong problem-solving skills with the ability to quickly analyze and resolve complex issues in high-pressure situations.