Production Support Manager

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Shyft6

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2019

👥 RH Tech

🎯 Recrutement

🤝 B2B

HR Tech • Recruitment • B2B

Shyft6 est un partenaire de confiance pour les entreprises innovantes, spécialisé dans les solutions de gestion du personnel qui englobent le recrutement et la dotation, la gestion de la main-d'œuvre et la stratégie de capital humain. Avec plus de 26 ans d'expérience combinée, Shyft6 propose une gamme complète de services comprenant la gestion des fournisseurs de main-d'œuvre temporaire, l'externalisation des processus de recrutement, l'augmentation de l'effectif, la recherche de cadres et la paie multi-états. Leur objectif est de renforcer les organisations grâce au développement efficace de la main-d'œuvre et à la gestion de projets, garantissant une réalisation réussie et une acquisition de talent qualifiée.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• Salary plus performance-based bonus