Signet Jewelers · 15 hours ago
Production Support Manager IT III (Hybrid)
Support Center - Irving, TX
Full-time
Hybrid
Director/Executive
10+ years expSignet Jewelers is the world's largest retailer of diamond jewelry, operating over 2,800 stores globally. They are seeking a Level 2 Production Support Manager to lead and oversee their offshore production support team, ensuring the performance and stability of enterprise integrations. This role includes managing vendor relationships, driving incident response, and implementing continuous improvement processes.
E-Commerce PlatformsJewelryRetail
Responsibilities
Manage and lead an offshore, vendor-based L2 production support team
Establish clear performance expectations, accountability measures, and service delivery standards across all L2 resources
Foster a culture of collaboration, ownership, continuous improvement, and operational excellence within an offshore delivery model
Actively manage vendor relationships, including performance reviews, issue escalation, staffing needs, and contract adherence
Provide coaching, mentoring, and development guidance to ensure technical depth and production readiness across the L2 team
Maintain quality of service by establishing and enforcing team standards and support practices
Own L2 support for enterprise integrations built on AWS services and Informatica (e.g., IICS and/or PowerCenter, as applicable), including on-premises, cloud-based, and SFTP-driven integration processes
Ensure timely incident response, root cause analysis, remediation, and communication in alignment with SLAs and operational standards
Provide hands-on oversight for P1/P2 incidents, including directing technical triage, validating root cause, and ensuring corrective actions are implemented and documented
Utilize the organization’s AI-enabled support recommendation solution to accelerate incident triage and resolution by applying suggested fixes/next steps, validating recommendations, and capturing outcomes to improve knowledge quality and recommendation accuracy
Partner with L1 support to enable effective triage, reduce escalations through knowledge transfer, and improve first-contact resolution
Coordinate with L3 engineering, architecture, and application teams to resolve systemic issues and prevent recurrence
Ensure operational stability, availability, and performance of integration interfaces supporting core business processes
Support production readiness and knowledge transfer processes for new integrations and enhancements transitioning into L2 support
Maintain strong working knowledge of the integrations platform, including AWS-based services, integration patterns, and the organization’s Informatica footprint (e.g., IICS and/or PowerCenter, as applicable)
Ensure monitoring, alerting, dashboards, and operational runbooks are in place and actively maintained for all supported integrations
Utilize Jira Service Management to manage operational demand including incidents, service requests, problems, and workflow intake for the L2 team
Leverage Confluence to maintain production documentation, runbooks, standard operating procedures, and knowledge articles
Identify opportunities to improve reliability, resiliency, automation, and operational efficiency across the integration landscape
Ensure the health and efficiency of technical assets are maintained and continually improved
Define and enforce production support processes aligned to ITIL and enterprise support standards
Analyze incident trends, demand patterns, and recurring issues to drive proactive remediation and long-term stability improvements
Identify, evaluate, and collaborate with stakeholders regarding opportunities for improvement and provide constructive suggestions for change
Identify and alert management of problems that will impact progress on operational commitments or initiatives
Drive cost optimization through demand shaping, right-sizing, productivity improvements, and reduction of recurring incidents/escalations
Establish and report vendor performance scorecards (SLA attainment, quality, productivity, responsiveness) and lead corrective actions
Provide visibility into operational health, risks, and performance metrics to leadership and key stakeholders
Grow and maintain relationships with business leaders and customers at all levels in the organization
Communicate clearly and effectively during incidents, including executive-level updates when required
Collaborate cross-functionally to align production support priorities with business needs and enterprise technology strategy
Qualification
Required
10+ years of IT experience, including significant experience in production support and operations
5+ years of experience managing production support teams, including offshore and vendor-based delivery models
Strong background supporting enterprise integration platforms, preferably leveraging AWS services, Informatica, and SFTP-based integrations
Demonstrated experience managing vendor-based delivery models and driving accountability across partners
Hands-on experience using Jira Service Management and Confluence to manage operational demand and production knowledge
Strong listening, verbal, and written communication skills with the ability to translate technical information into understandable terms for varied audiences
Preferred
Experience supporting large-scale, mission-critical enterprise integrations in a retail or enterprise environment
Familiarity with ITIL-aligned production support processes and service management practices
Experience partnering with L1 and L3 support models in a tiered production support organization
AWS or cloud-related certifications are a plus
Benefits
Competitive healthcare, dental & vision insurance
401(k) matching after one year of employment
Generous time off + company holidays
Merchandise discount
Learning & Development programs
Much more!
Company
Signet Jewelers
Signet Jewelers engages in the retail sale of jewelry and watches in the United States, the United Kingdom.
10001+ employees
H1B Sponsorship
Signet Jewelers has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (13)
2023 (5)
2022 (9)
2021 (17)
2020 (8)
Funding
Current Stage
Public CompanyTotal Funding
$625.27MKey Investors
Leonard Green & Partners
2016-08-25Post Ipo Equity· $625.27M
2008-09-11IPO
Leadership Team
J.K. Symancyk
Chief Executive Officer
Colleen Rooney
Chief Corporate Affairs & Sustainability Officer
Recent News
2025-12-30
2025-12-24
The Motley Fool
2025-12-10
Company data provided by crunchbase