Production Support Manager

CAI

Job ID Number

Employment Type

Worksite Flexibility

Job Summary

Job Description

We are looking for a Production Support Manager to be responsible for managing the production support team. This position will be full-time and hybrid in Wilmington, DE.

What You'll Do

• Responsible for managing the production support team

• This team supports a rules-based processing system that runs in a Microsoft Azure hosted environment and a number of legacy mainframe and client server-based systems

• The Production Support manager will work directly with the executive who is responsible for the system. It is a highly visible position

• Work to ensure the stability, availability, and reliability of the tax and revenue systems

• Provide daily direction to the production team by leveraging a matrix management approach that fosters a highly collaborative team culture

• Work with the implementation partner’s Service Deliver Manager to ensure alignment of DOR initiatives and direction, and effectiveness services they are providing

• Work with the production support team to provide recurring reporting and status to the customer

• Manage active incidents and issues and provide recurring status updates to executive management

• Responsible for the appropriate level of communication to impacted parties during and after incidents

• Work directly with the primary customer contact to coordinate problem remediation discussions and activities

• Implement and maintain ITIL processes within daily operational practices. Ensure metrics and quality standards are adhered to

• Develop and maintain effective relationships with partners, including the primary implementation partner and 3rd party providers whose products we use

• Perform continuous improvement of process and platforms by embracing new and better ways of doing things

• Develop a strong understanding of the customers business and its fundamental processes and systems

• Own and resolve issues escalated to the production support team

• Help facilitate technical troubleshooting of complex and highly visible technology incidents, engaging the resources from across the production team

• Use strong technical and operational skills to proactively identify and recommend opportunities, creating sound processes that will increase the efficiency and effectiveness of problem escalation, tracking, reporting and resolution

• Keep abreast of business changes targeted for implementation

What You'll Need

Required:

• Bachelor’s degree in computer science, CIS, MIS, or a related field

• Experience working with Microsoft Application skills particularly with Excel

• Experience with Team Foundation Server (TFS) and ServiceNow

• 5+ years of relevant experience managing a production environment

• Experience working in a Microsoft DevOps environment

• Background as a production support manager in an ITIL-based processing environment

• Strong leadership and drive to assist with the implementation and maintenance of ITIL production processes and support standards

• Excellent communication skills

• Experience working directly with executive leadership

• Hands-on management style with the ability to work at and understand the technical aspects of problems that occur

• Outgoing and enthusiastic personality

• Professional business demeanor

• Customer-focused attitude and desire to interface directly with end-user clients

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

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Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.