Bamboo Insurance · 3 days ago
Lead Production Support Engineer
United States
Full-time
Remote
Senior Level
5+ years exp
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Responsibilities
Lead production support engineers by providing guidance, mentorship, and technical expertise. Foster a culture of accountability and continuous improvement within the team.
Document and define production support processes that encompass the full lifecycle of a production bug or enhancement request from the end user through to the development team and a production release. Identify SLAs based on severity and work with DevOps and Engineering to meet those SLAs.
Oversee the identification, troubleshooting, and resolution of production issues in real time with constant communication to affected parties. Ensure that incidents are logged, tracked, and escalated as necessary, and that root cause analysis is conducted and that SLAs are met.
Implement and optimize monitoring tools to proactively detect issues and ensure the health and performance of production environments. Lead efforts to fine-tune alerting systems and reduce noise from false positives.
Work closely with the development, infrastructure, and operations teams to ensure the stability and scalability of production systems. Recommend and implement improvements to increase system reliability.
Lead post-incident reviews, drive root cause analysis efforts, and ensure that lessons learned are shared across teams. Develop and track action plans to prevent the recurrence of incidents.
Champion continuous improvement efforts by identifying gaps in the support process and implementing best practices. Optimize incident response times and overall system performance.
Act as the main point of contact for production support issues, engaging with business stakeholders, product owners, and other cross-functional teams to ensure effective communication and resolution.
Maintain and update documentation for support procedures, system configurations, and incident management. Create knowledge-based articles and ensure the team is well-trained on new systems and procedures.
Generate regular reports on system performance, incident trends, and support team effectiveness. Provide insights and recommendations to senior leadership based on data analysis.
Manage and participate in on-call rotation for critical incidents, ensuring that production environments are supported 24/7.
Qualification
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Required
Bachelor’s degree in Computer Science, Information Technology, or a related field.
5+ years of experience in production support, system administration, or related technical roles.
Proven experience in a leadership or managerial role within production support or IT operations.
Strong knowledge of incident management, system monitoring, and troubleshooting methodologies.
Deep understanding of production systems, system architectures, and distributed systems.
Hands-on experience with monitoring tools (e.g., DataDog, Nagios, Splunk, New Relic, or similar).
Familiarity with scripting languages (e.g., Python, Shell) for automation and troubleshooting.
Strong communication and interpersonal skills to effectively lead teams and engage with stakeholders.
Ability to work under pressure and manage incidents in a fast-paced production environment.
Experience with cloud environments (AWS, Azure, or Google Cloud).
Proficiency in Linux/Unix environments and system administration.
Familiarity with CI/CD pipelines and tools (e.g., Jenkins, GitLab).
System Administration experience with IT service management tools like JIRA Service Desk
Preferred
ITIL certification or familiarity with ITIL processes.
Experience working with databases (e.g., SQL, Oracle).
Strong understanding of security practices and incident response.
Company
Bamboo Insurance
We're a reimagined insurance organization offering a customer-driven experience through ease and innovation. NPN 18657046. CA License #0M31082.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$28.5MKey Investors
Eos Venture Partners
2023-10-20Acquired· by White Mountains Insurance Group
2022-09-19Series A· $16M
2020-10-10Series Unknown· $4M
Leadership Team
J
John Chu
Founder and CEO
Recent News
2024-11-15
AppsAfrica.com | African mobile and tech news - tech events in Africa
2024-11-08
Company data provided by crunchbase
