Head of Production Operations
4 days ago
We are seeking a highly skilled and experienced Head of Production Support to join our team at Exiger. As a key member of our organization, you will be responsible for leading our Production Support team and ensuring the smooth operation of our solutions.
Key Responsibilities- Collaborate with vendors and support teams to identify, triage, and resolve production incidents, minimizing impact on business operations
- Elevate unresolved issues promptly, working closely with vendors and key stakeholders to achieve desired resolution
- Oversee the incident management process from issue onset to remediation, ensuring accurate documentation of systems of record
- Manage service level agreements to ensure timely resolution of incidents
- Conduct root cause analysis when applicable to identify underlying issues and prevent reoccurrence
- Demonstrate ability to manage conflict, build consensus, and facilitate problem-solving and collaboration among cross-functional teams
- Identify and implement process improvement initiatives to ensure operational excellence
- Exhibit strong written and oral communication skills across all levels, from peers to senior leadership
- Strategic thinker with ability to make decisions in accordance with regulations, policies, and procedures
- Previous experience supporting Government customers
- Extensive experience in multi-channel technical support at a SaaS company (10+ years of related experience)
- 5+ years demonstrable Incident Manager experience
- Previous experience building, leading, and mentoring a team
- Experience using Salesforce ServiceCloud, Zendesk, Jira, Confluence, or similar software
- Self-motivated, detail-attentive, and have a desire for continuous learning
- A critical thinker who defaults to a client-centric approach and uses data to make informed decisions
- Previous technical troubleshooting and/or programming experience
- An effective written and verbal communicator
- Able to work a rotating schedule that may require weekend availability
Exiger is revolutionizing the way corporations, government agencies, and banks manage risk and compliance with a combination of technology-enabled and SaaS solutions. Our mission is to make the world a safer place to do business, driving our award-winning AI technology platform, DDIQ, built to anticipate the market's most pressing needs related to evolving ESG, cyber, financial crime, third-party, and supply chain risk.
We are committed to creating a more sustainable risk and compliance environment through our holistic and innovative approach to problem-solving. Our core values are courage, excellence, expertise, innovation, integrity, teamwork, and trust.
We are an equal opportunity employer and welcome applications from all qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status, or any other legally protected basis, in accordance with applicable law.
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