Head of Production Support

The Production Support team enables our growth by ensuring that existing customers are happy and successful in their use of the Exiger’s solutions, incidents are well managed, including tracked, documented with root cause analysis. The Head of Production Support is a new role that will manage, develop, coach and mentor Commercial and Government Support and Incident Management staff who respond to client requests, reproduce and troubleshoot issues

To be successful, this individual must collaborate effectively with multiple stakeholders across product management, software engineering, data science, infrastructure, security, business, innovation and pre-sales functions within Exiger and be able to manage multiple projects working in a fast-past environment.

 

What You'll Do

• Collaborate with vendors and support teams to identify, triage, and resolve production incidents, ensuring minimal impact on business operations
• Escalate unresolved issues promptly, working closely with vendors and key stakeholders through desired resolution
• Oversee incident management process from issue onset to remediation, ensuring systems of record are documented appropriately
• 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 amongst cross functional teams
• Identify and implement process improvement initiatives to ensure operational excellence
• 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

 

About You

• Previous experience supporting Government customers
• Experienced 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
• Experienced 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

 

We're an amazing place to work. Why?

• Discretionary Time Off for all employees, with no maximum limits on time off
• Industry leading health, vision, and dental benefits
• Competitive compensation package
• 16 weeks of fully paid parental leave
• Flexible, hybrid approach to working from home and in the office where applicable
• Focus on wellness and employee health through stipends and dedicated wellness programming
• Purposeful career development programs with reimbursement provided for educational certifications

#LI-Hybrid

This is a full-time hybrid opportunity in Richmond, Virginia 

 

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Last updated on Aug 13, 2024