tango · 3 hours ago
Senior Manager, Production Support
Phoenix, AZ
Full-time
Onsite
Senior Level
7+ years expTango is a leader in the home health management industry, preparing for significant growth. They are seeking a Senior Manager, Production Support to lead and scale their enterprise production support organization, ensuring operational excellence and managing support tickets within a healthcare IT ecosystem.
AnalyticsHealth CareHome Health Care
No H1B
U.S. Citizen Only
Responsibilities
Own and manage all incoming production support tickets across platforms and applications
Ensure consistent triage, prioritization, escalation, and resolution of incidents and service requests
Enforce SLA and OLAs, driving accountability and continuous improvement
Serve as escalation point for high-severity incidents and customer-impacting outages
Lead, mentor, and manage Production Support Analysts across multiple levels
Establish clear roles, on-call rotations, coverage models, and performance expectations
Conduct regular 1:1s, performance reviews, and career development planning
Identify skill gaps and partner with leadership to build training plans
Lead regular operational support calls with business stakeholders
Provide executive-ready weekly and monthly reporting on: Ticket volumes and trends, SLA performance, Major incidents and root causes, Support backlog and risk areas
Partner with Product, Engineering, Infrastructure, and Security teams to resolve systemic issues
Own Major Incident Management (MIM) processes and communications
Ensure post-incident reviews (PIRs) are completed and corrective actions are tracked
Drive reduction of repeat incidents through root cause analysis and collaboration with engineering
Oversee effective use of Fresh Service and Azure DevOps for ticketing, workflows, and reporting
Define and track KPIs for support performance and operational health
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or related field
U.S. citizenship (required due to production environment access)
7–10 years of experience in production support or help desk environments
3+ years of people management experience
Strong experience with Fresh Service, Azure DevOps, or similar ITSM tools
Experience supporting healthcare IT systems with high availability and compliance requirements
Excellent communication skills with the ability to interface with both technical teams and business leaders
Deep understanding of healthcare IT operations, including: EDI transactions (X12: 278, 837, 835, etc.), HIPAA, CMS, and PHI compliance
Preferred
ITIL Foundation or higher certification
Experience supporting cloud-native platforms (Azure preferred)
Familiarity with React applications, C# REST APIs, Azure SQL, and microservices
Experience operating in a 24/7 support model
Company
tango
tango is a post-acute management services company that provides home healthcare services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Brian Lobley
Chief Executive Officer
David Wilkinson
Chief Financial Officer
Recent News
2025-10-01
2025-08-05
Company data provided by crunchbase