Production Support Technical Program Manager

Job Title: Production Support Technical Program Manager

Location: Boston, MA

Model: Onsite

Full Time

Years of Experience: 15 - 20 Years

Job Summary:

We are seeking an experienced Production Support Technical Program Manager with a strong background in software development and customer facing roles. The ideal candidate will have extensive experience in managing application support, particularly in a 2nd line capacity, and will be proficient in Java, .Net, Mainframe, and various database technologies. This role requires a strategic thinker who can effectively communicate with clients and stakeholders while ensuring the smooth operation of production systems.

Responsibilities:

• Lead and manage production support activities, ensuring timely resolution of incidents and service requests.
• Act as the primary point of contact for customers, addressing their technical concerns and providing solutions.
• Coordinate with development teams to facilitate application enhancements and bug fixes.
• Monitor system performance and implement proactive measures to prevent issues.
• Develop and maintain documentation related to production support processes and procedures.
• Conduct root cause analysis for recurring issues and implement corrective actions.
• Manage stakeholder expectations and communicate project status effectively.
• Provide training and support to junior team members and new hires.
• Participate in on call support rotation as needed.

Mandatory Skills:

• Proven experience in application support, specifically in a 2nd line capacity.
• Strong technical knowledge of Java, .Net, Mainframe, and database technologies.
• Excellent customer facing skills with the ability to communicate complex technical concepts to non technical stakeholders.
• Experience in incident management and problem resolution.
• Strong analytical and troubleshooting skills.

Preferred Skills:

• Familiarity with ITIL processes and best practices.
• Experience with cloud technologies and DevOps practices.
• Knowledge of Agile methodologies.
• Experience in leading cross functional teams.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 10 15 years of experience in software development and production support.
• Relevant certifications in project management (e.g., PMP, Prince2) are a plus.