Job ID NumberR4551Employment TypeFull timeWorksite FlexibilityHybridJob SummaryAs the Production Support Manager, you will be 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.Job DescriptionWe 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 DoResponsible for managing the production support teamThis 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 systemsThe Production Support manager will work directly with the executive who is responsible for the system. It is a highly visible positionWork to ensure the stability, availability, and reliability of the tax and revenue systemsProvide daily direction to the production team by leveraging a matrix management approach that fosters a highly collaborative team cultureWork with the implementation partner’s Service Deliver Manager to ensure alignment of DOR initiatives and direction, and effectiveness services they are providingWork with the production support team to provide recurring reporting and status to the customerManage active incidents and issues and provide recurring status updates to executive managementResponsible for the appropriate level of communication to impacted parties during and after incidentsWork directly with the primary customer contact to coordinate problem remediation discussions and activitiesImplement and maintain ITIL processes within daily operational practices. Ensure metrics and quality standards are adhered toDevelop and maintain effective relationships with partners, including the primary implementation partner and 3rd party providers whose products we usePerform continuous improvement of process and platforms by embracing new and better ways of doing thingsDevelop a strong understanding of the customers business and its fundamental processes and systemsOwn and resolve issues escalated to the production support teamHelp facilitate technical troubleshooting of complex and highly visible technology incidents, engaging the resources from across the production teamUse 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 resolutionKeep abreast of business changes targeted for implementationWhat You'll NeedRequired:Bachelor’s degree in computer science, CIS, MIS, or a related fieldExperience working with Microsoft Application skills particularly with ExcelExperience with Team Foundation Server (TFS) and ServiceNow5+ years of relevant experience managing a production environmentExperience working in a Microsoft DevOps environmentBackground as a production support manager in an ITIL-based processing environmentStrong leadership and drive to assist with the implementation and maintenance of ITIL production processes and support standardsExcellent communication skillsExperience working directly with executive leadershipHands-on management style with the ability to work at and understand the technical aspects of problems that occurOutgoing and enthusiastic personalityProfessional business demeanorCustomer-focused attitude and desire to interface directly with end-user clientsPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standardsSedentary 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#LI-BS1Reasonable Accommodation StatementIf 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 StatementIt 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.