Digital Tech Lead - Production Support

Role Description

We are seeking an experienced Production Support Lead to oversee the day‑to‑day operations, stability, and continuous improvement of digital applications across the organization. This role provides technical leadership, drives problem management, ensures operational excellence, and partners closely with internal teams and external vendors to maintain high‑performing, secure, and reliable production environments. The ideal candidate brings deep expertise in application support, cloud infrastructure, observability, and incident/problem management.

• Lead, prioritize, and manage the workload of the Digital Application Support team.
• Own and manage the Problem Management process, ensuring timely root‑cause analysis and long‑term remediation.
• Develop, coordinate, and promote effective problem management practices across all support teams.
• Contribute to planning for application and infrastructure releases, configuration changes, and deployment readiness.
• Identify opportunities for service improvement and present recommendations to the Service Manager.
• Provide strong technical leadership across application support and production operations.
• Contribute to scalability planning for applications and infrastructure.
• Troubleshoot and resolve complex issues in collaboration with internal teams and third‑party vendors.
• Define and maintain metrics and KPIs for performance, quality, and trend analysis.
• Maintain application monitoring, performance tuning, and ongoing testing.
• Provide 3rd‑line application support for complex internally and externally developed applications.
• Support administration and maintenance of production and internal environments.
• Provide input into implementation, backup, and rollback strategies.
• Serve as a technical resource for internal and external projects.
• Ensure robust procedures and processes exist within the application support function.
• Adhere to departmental and company policies including change control, security, auditing, release, configuration, incident, and problem management.
• Maintain strong working relationships with internal teams, vendors, and hosting providers.
• Design and deliver training related to Problem Management and effective use of support tools.
• Provide expert guidance on emerging trends impacting service delivery and develop strategies to address them.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field; or equivalent experience.
• 8+ years of experience leading and working with application support teams.
• Experience monitoring performance metrics, identifying root causes, and recommending technical solutions.
• Strong experience with Incident, Change, and Problem Management processes.
• Hands‑on experience with ITSM tools.
• Hospitality industry experience is a plus.

Requirements

• 8+ years supporting and maintaining applications built on serverless frameworks (Node.js).
• 8+ years working with AWS services: API Gateway, SNS, SQS, EC2, EKS, S3, IAM, VPC, Lambda, CloudWatch, CloudFormation.
• 8+ years with Akamai CDN and cloud security practices.
• 8+ years with MySQL, PostgreSQL, Oracle, SQL Server, MongoDB, DynamoDB.
• 8+ years with load balancing, DNS, firewall policies, and on‑prem networking.
• 8+ years with IAM, secrets management (Vault), WAF, and network security.
• 8+ years with Datadog, Quantum Metrics, CloudWatch, centralized logging, and distributed tracing.
• 8+ years supporting microservices architectures and API management platforms.

Benefits

• Medical, dental, and vision insurance with an employer contribution.
• Flexible spending or health savings account.
• Life and AD&D insurance.
• Short- and long-term disability coverage.
• Paid time off.
• Employee assistance program.
• Participation in a 401k program with company match.
• Additional voluntary or legally-required benefits.