Production Support Manager

The Production Support Manager is responsible for leading and managing the team that ensures the stability, performance, and availability of all production software applications and systems. This role is a critical link between development, operations, and the business, focusing on swift incident resolution, effective problem management, continuous service improvement, and maintaining high levels of service for customers and internal stakeholders.

What you'll do :

Leadership Management

Lead, mentor, and manage a team of Production Support Analysts and Engineers, fostering a high-performance, customer-focused, and collaborative culture.

• Manage team resources, schedules, and on-call rotations (including 24 / 7 / 365 coverage) to ensure adequate support and coverage for all critical systems.
• Set performance goals, conduct reviews, and manage professional development for team members.
• Manage relationships with external vendors, outsourced support partners, and internal cross-functional teams (Development, QA, Infrastructure, etc.).

Incident, Problem, and Change Management

Oversee the Incident Management process, ensuring timely identification, triage, escalation, communication, and resolution of production issues and outages.

System Monitoring Service Improvement

Establish, monitor, and report on key service metrics (KPIs) and Service Level Agreements (SLAs) such as Mean Time to Resolution (MTTR), system availability, and incident volume.

Stakeholder Communication Documentation

Provide timely, clear, and professional communication of system status, outages, and resolutions to business stakeholders, executive leadership, and customers.

Your Expertise :

Qualifications :

Other information applicable to the opportunity :

Why work for us?

Want to work for an organization that solves complex real-world problems with innovative software solutions? At iOCO, we believe anything is possible with modern technology, software, and development expertise. We are continuously pushing the boundaries of innovative solutions across multiple industries using an array of technologies. 

You will be part of a consultancy, working with some of the most knowledgeable minds in the industry on interesting solutions across different business domains. 

Our culture of continuous learning will ensure that you will have all the opportunities, tools, and support to hone and grow your craft. 

By joining iOCO you will have an open invitation to developer inspiring forums. A place where you will be able to connect and learn from and with your peers by sharing ideas, experiences, practices, and solutions. 

iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.