Production Support Engineering Manager jobs in United States
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Newfire Global Partners ยท 3 weeks ago

Production Support Engineering Manager

positionUnited States
timeFull-time
remoteRemote
seniorityLead/Staff, Director/Executive
money$124K/yr - $145K/yr
date5+ years exp

Newfire Global Partners is a visionary healthcare technology company focused on connecting people, care, and data. They are seeking an Engineering Manager to lead a cross-functional Tier 3 Development Production Support Team, ensuring platform stability and incident resolution while fostering a strong engineering culture.

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Responsibilities

Lead and mentor a team of Tier 3 (most advanced) engineers focused on resolving complex production issues
Foster a culture of accountability, collaboration, and continuous learning
Manage team capacity, priorities, and performance metrics
Oversee resolution of high-impact production incidents
Conduct and document root cause analyses
Collaborate with cross-functional teams to drive permanent fixes and implement preventive measures
Ensure timely and accurate updates in ServiceNow and Jira for incident tracking and reporting
Support change management processes by overseeing code and configuration deployments, ensuring adherence to release protocols and platform stability
Drive implementation and enhancement of monitoring tools and observability practices
Ensure comprehensive monitoring coverage across production environments and lead proactive alert response strategies
Partner with SREs and platform engineering teams to ensure end-to-end visibility of system health
Act as a liaison between engineering, operations, and business stakeholders
Provide regular updates on support metrics, incident trends, and improvement initiatives
Influence platform roadmap through insights from production support

Qualification

ServiceNowJiraMonitoring toolsDistributed systemsCloud infrastructureCI/CD pipelinesAnalytical skillsAgile environmentAngularGo-LangAWSLeadershipCommunication skillsOrganizational skills

Required

5+ years of experience in software engineering or production support roles
2+ years in leadership or management capacity
Familiar with ServiceNow and Jira for incident and problem management
Hands-on experience with monitoring and observability tools (e.g., Dynatrace, Splunk, Prometheus, Grafana)
Solid understanding of distributed systems, cloud infrastructure, and CI/CD pipelines
Excellent communication, organizational, and analytical skills
Applicants must be authorized to work in the United States for any employer
This role requires travel for up to 5% of work-time
This role requires support of the business hours, 8 am to 5 pm EST

Preferred

Prior experience in an agile environment
Exposure to frameworks like Angular, Go-Lang
Experience working with cloud infrastructure (e.g., AWS)

Benefits

Remote-first environment with company provided computer
Thirteen paid holidays per year (average)
Medical, dental and vision coverage with multiple levels of coverage
HSA, FSA and Dependent Care accounts
Short-term and Long-term disability
Life and accidental death insurance
Discounted voluntary benefits, such as additional life insurance
Employee Assistance Program
Paid Parental Leave
Flexible vacation time
401(k) with employer matching and immediate vesting

Company

Newfire Global Partners

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Newfire is a partner in software development and company building.
dateFounded in 2016
location
Cambridge, Massachusetts, USA
people-size501-1000 employees
web-link
https://www.newfireglobal.com/

Funding

Current Stage
Late Stage

Leadership Team

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Stephen S. Hau
CEO & Chairman
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Company data provided by crunchbase