Production Support Engineering Manager/LEAD

Production Support Engineering LEAD/Manager -2 Position

Hybrid Chicago, IL (2 days/week onsite)

Fulltime | Perm | Direct Hire

Key Responsibilities

PrivateLink & Document Management Project Delivery

• Lead PrivateLink-related initiatives supporting document management and record remediation efforts.
• Oversee migration efforts from SharePoint to PrivateLink.
• Support future PrivateLink projects tied to enterprise document management and records processes.
• Partner with business and technology stakeholders to understand requirements, define delivery plans, and ensure project milestones are met.
• Provide transparent updates on project status, risks, dependencies, timelines, and remediation progress.

OpenText / ECM Application Support

• Support and lead initiatives involving OpenText, including Content Server and broader Enterprise Content Management platforms.
• Provide technical oversight for document management applications and related integrations.
• Support application maintenance, configuration, testing, upgrades, and implementation activities.
• Partner with internal technical teams and vendors to troubleshoot complex issues and ensure successful delivery.
• Work across document management tools such as OpenText, Hyland OnBase, Jack Henry, or other enterprise document/ERP systems where applicable.

Record Management & Remediation

• Lead record management and remediation efforts tied to document migration, retention, compliance, and accessibility.
• Ensure document management processes align with business, regulatory, and governance requirements.
• Coordinate with compliance, risk, and audit stakeholders to ensure proper controls and documentation are maintained.
• Help define and execute remediation plans for records, files, document repositories, and related data dependencies.

Production Support & Operational Stability

• Support production operations for critical document management applications.
• Manage or participate in incident, problem, and change management activities.
• Support root cause analysis and corrective action planning for recurring or high-impact issues.
• Ensure production readiness for new implementations, migrations, and technology updates.
• Help maintain runbooks, support procedures, documentation, and operational controls.

Stakeholder & Cross-Functional Collaboration

• Work closely with business teams to understand document management needs and operational impact.
• Partner with technology, infrastructure, compliance, risk, audit, and vendor teams to drive delivery.
• Communicate technical issues, project status, risks, and business impact clearly to different audiences.
• Serve as a bridge between business stakeholders and technical teams during migration and remediation efforts.

Required Qualifications

• 6-8+ years of experience in Production Support Engineering, Application Support, Technology Delivery, or related technical roles.
• Strong experience with PrivateLink initiatives or PrivateLink-related technology projects.
• Hands-on experience with OpenText, especially Content Server and/or Enterprise Content Management platforms.
• Experience supporting document management, records management, or enterprise content management applications.
• Experience leading migration efforts from one platform to another, such as SharePoint to PrivateLink or similar document management migrations.
• Banking or financial services experience supporting business-critical applications.
• Strong understanding of production support processes, including:
• Incident Management
• Problem Management
• Change Management
• Root Cause Analysis
• Production readiness
• Support documentation
• Ability to work directly with business stakeholders and translate requirements into technical execution plans.
• Strong communication, coordination, and project delivery skills.