Manager, Production Support Engineering

Manager, Production Support Engineering

We are seeking a Production Support Engineering Manager to lead a team responsible for the stability, support, governance, and ongoing enhancement of critical enterprise document management applications within a regulated financial services environment. This is a hands-on leadership role managing a team supporting enterprise content management, electronic signature platforms, and other document management technologies. The manager will be accountable for production support operations, incident management, audit and compliance activities, operational stability, and the development of a high-performing support team.

Key Responsibilities

• Lead, coach, and develop a team of Production Support Engineers, fostering a culture of accountability and continuous improvement.
• Conduct performance management, career development, and resource planning activities.
• Oversee daily production support activities for critical document management applications to ensure availability, performance, and operational stability.
• Lead incident, problem, and change management processes, including coordinating major incident response efforts.
• Manage support for platforms such as OpenText, PrivateLink, electronic signature solutions, and related document management technologies.
• Partner with technical teams to support upgrades, enhancements, integrations, and application maintenance.
• Own audit readiness and compliance activities, partnering with Risk, Compliance, and Audit teams to address findings and support regulatory requirements.
• Collaborate with Technology, Business, Risk, Compliance, and Vendor partners, communicating service health and operational risks to leadership.

Required Qualifications

Experience: 6-8+ years of experience supporting enterprise applications in a Production Support, Application Support, or Production Engineering environment. Prior experience leading technical teams or serving as a senior technical lead within the financial services or banking industry is required. Candidates must have strong experience with Incident Management, Problem Management, Change Management, Major Incident Response, Root Cause Analysis, and Production Support Operations.

Technical Skills: Experience supporting document management platforms such as OpenText or similar enterprise content management solutions. A strong understanding of production support best practices, monitoring processes, and operational controls is necessary. Experience working within regulated environments with audit, compliance, and risk requirements is essential.

Communication: Excellent communication and stakeholder management skills are required.

Preferred Qualifications

• Direct experience with OpenText.
• Experience supporting electronic signature platforms.
• ITIL or related service management certifications.
• Previous people management experience is preferred; however, strong technical leads ready to move into management will also be considered.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.