Production Support Manager

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🕒 April 9

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Shyft6

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

👥 HR Tech

🎯 Recruiter

🤝 B2B

HR Tech • Recruitment • B2B

Shyft6 is a trusted partner for innovative companies, specializing in workforce solutions that encompass staffing and recruiting, workforce management, and human capital strategy. With over 26 years of combined experience, Shyft6 offers a comprehensive range of services including contingent workforce supplier management, recruitment process outsourcing, staff augmentation, executive search, and multi-state payroll. Their focus is on empowering organizations through effective workforce development and project management, ensuring successful delivery and skilled talent acquisition.

📋 Description

• Define the production support operating model, incident lifecycle, severity framework, and support expectations across pods. • Establish service levels, escalation paths, release-watch routines, and communication standards for production issues. • Create visibility into live-service health, incident trends, and recurring support risks. • Lead production support engineers, AI operations analysts, and the finance-domain support lead. • Build repeatable support routines, runbook discipline, and issue triage practices that scale across products and workflows. • Partner with Product, Engineering, and QA to improve supportability and reduce recurring production issues. • Own incident governance for material issues, including severity calls, stakeholder updates, escalation management, and stabilization plans. • Ensure business and technical stakeholders have clear visibility into impact, next steps, and resolution progress. • Drive post-incident review practices that improve resilience and reduce repeat failures. • Ensure finance-sensitive workflows receive the right level of production support, issue classification, and escalation handling. • Oversee support patterns for AI-enabled workflows, including degraded outputs, fallback scenarios, trust issues, and human-review triggers. • Work with business and technical teams to distinguish software defects from data, process, training, or model-behavior issues.

🎯 Requirements

• 8+ years of production support, application support, service reliability, or engineering operations experience, including team leadership. • Strong knowledge of incident management, service operations, support processes, release support, and escalation discipline. • Experience working closely with engineering and product teams in modern software delivery environments. • Ability to communicate clearly with both technical and business stakeholders during high-pressure situations. • Comfort operating in finance-sensitive, workflow-heavy, or business-critical application environments. • Bachelor's degree preferred.

🏖️ Benefits

• Salary plus performance-based bonus