Production Support Lead
3 days ago
Location: Plano, TX (Onsite)
Role Summary
Seeking an experienced Production Support Lead to monitor, troubleshoot, and resolve production issues. The role focuses on ensuring stable, performant, and reliable data pipelines, coordinating incident resolution, implementing fixes, and driving continuous improvement in operational processes.
Mandatory skills and expectations
- Proven ability to lead and manage delivery for one of these technologies: Adobe, Informatica, or SFDC.
- Solid hands-on experience in the primary technology (design, implementation, support, and release management).
- Broad working knowledge of other enterprise technologies and integrations to enable cross-team coordination and troubleshooting.
- Strong incident management, stakeholder communication, and team leadership capabilities.
- Experience with change management, runbooks, and production support practices.
- Act as single point-of-contact for production incidents and escalations, coordinating resolution across engineering, QA, infrastructure, and vendor teams
- Monitor system health and operational metrics; proactively identify and remediate potential issues
- Lead on-call rotations and ensure appropriate staffing for 24x7 coverage if required
- Drive change management and release coordination to minimize production impact
- Implement and enforce operational best practices, standards, and SLA targets
- Mentor and develop production support engineers; recruit and grow the team as needed
- Track and report operational KPIs to stakeholders and leadership
- Work with engineering teams to prioritize and verify permanent fixes for recurring issues
- Automate repetitive operational tasks using scripting and tooling to reduce manual effort
- Proven experience in production support or operations lead role supporting enterprise applications or services
- Strong incident management and troubleshooting skills across applications, database, middleware, and infrastructure layers
- Familiarity with monitoring and alerting tools.
- Experience with on-call practices, escalation workflows, and major incident management
- Proficiency with at least one scripting language for automation (examples: Python, Bash, PowerShell)
- Understanding of networking, storage, databases (SQL and NoSQL), and application stacks relevant to your environment
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