Production Support Engineering Manager
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Job Description
Engineering Manager leading a cross-functional Tier 3 Development Production Support Team at Care Lumen. Focused on platform stability, incident resolution, and continuous improvement in a remote environment.
Responsibilities:
- Lead and mentor a team of Tier 3 (most advanced) engineers focused on resolving complex production issues.
- Foster a culture of accountability, collaboration, and continuous learning.
- Manage team capacity, priorities, and performance metrics.
- Oversee resolution of high-impact production incidents.
- Conduct and document root cause analyses.
- Collaborate with cross-functional teams to drive permanent fixes and implement preventive measures.
- Ensure timely and accurate updates in ServiceNow and Jira for incident tracking and reporting.
- Support change management processes by overseeing code and configuration deployments, ensuring adherence to release protocols and platform stability.
- Drive implementation and enhancement of monitoring tools and observability practices.
- Ensure comprehensive monitoring coverage across production environments and lead proactive alert response strategies.
- Partner with SREs and platform engineering teams to ensure end-to-end visibility of system health.
- Act as a liaison between engineering, operations, and business stakeholders.
- Provide regular updates on support metrics, incident trends, and improvement initiatives.
- Influence platform roadmap through insights from production support.
Requirements:
- 5+ years of experience in software engineering or production support roles.
- 2+ years in leadership or management capacity.
- Familiar with ServiceNow and Jira for incident and problem management.
- Hands-on experience with monitoring and observability tools (e.g., Dynatrace, Splunk, Prometheus, Grafana).
- Solid understanding of distributed systems, cloud infrastructure, and CI/CD pipelines.
- Excellent communication, organizational, and analytical skills.
- Applicants must be authorized to work in the United States for any employer.
- This role requires travel for up to 5% of work-time.
- This role requires support of the business hours, 8 am to 5 pm EST.
Benefits:
- Remote-first environment with company provided computer
- Thirteen paid holidays per year (average)
- Medical, dental and vision coverage with multiple levels of coverage
- HSA, FSA and Dependent Care accounts
- Short-term and Long-term disability
- Life and accidental death insurance
- Discounted voluntary benefits, such as additional life insurance
- Employee Assistance Program
- Paid Parental Leave
- Flexible vacation time
- 401(k) with employer matching and immediate vesting
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