Java Production Support Manager

Job Title: Java Production Support Manager

Location: Issaquah, WA relocation from only nearby state

Duration: 12+ months contract

Job Description:-

Responsibilities:

1. Cross-Platform Incident Coordination & Triage

* Lead triage calls with mobile engineers, backend teams, cloud infrastructure, and third-party vendor teams to pinpoint root causes rapidly.

* Coordinate emergency hotfix lifecycles across both platforms, including code patch approval, fast-track QA validation, and store submissions.

* Drive blameless Root Cause Analysis (RCA) meetings post-incident and track prevention action items through to completion.

2. Release Operations & App Store Governance

* Coordinate staged rollouts across Google Play Console and Apple App Store Connect, monitoring crash-free user rates and health metrics at each rollout percentage.

* Facilitate the go/no-go readiness reviews for bi-weekly/monthly mobile releases in alignment with Product, Engineering, and QA.

* Manage rollbacks, feature flag toggles (e.g., LaunchDarkly), and remote configuration updates during critical incidents.

3. Monitoring, SLA Management & Operational Health

* Establish and track key operational metrics (MTTD, MTTR, Crash-Free Session Rate, App Store Vitals, and API Latency).

* Maintain live dashboards in monitoring suites (e.g., Firebase Crashlytics, Datadog, New Relic, Splunk, Dynatrace).

* Ensure support documentation, runbooks, escalation matrices, and operational playbooks are up to date.

* Oversee Tier 2 support escalation queues in Jira / ServiceNow, ensuring SLAs are met across all incident severity levels.

4. Stakeholder Communication & Support Liaison

* Translate complex technical issues into clear business updates for executive leadership, product management, and support teams.

* Interface with Customer Operations and Social Media teams to monitor end-user sentiment, app store reviews, and incoming user complaints.

* Align mobile engineering priorities with support trends by analyzing recurring incident patterns and converting them into tech debt / bug backlog items.

Qualifications & Skills:

Required Technical Skills:

* Observability & Monitoring: Experience using Firebase Crashlytics, Datadog, Splunk, Dynatrace, or New Relic to track app metrics and triage issues.

* Network & API Analysis: Fundamental understanding of RESTful APIs, JSON, microservices architecture, and network debugging tools (Charles Proxy, Postman).

* ITSM & Process Management: Proficiency with Jira, ServiceNow, Confluence, and ITIL practices (Incident, Problem, and Change Management).

* Feature Management: Familiarity with remote config tools and feature flag platforms (e.g., LaunchDarkly, Firebase Remote Config).

Preferred Qualifications:

* Bachelor's Degree in Computer Science, Information Systems, or equivalent experience.

* ITIL v3/v4 Foundation certification.

* Experience managing distributed On-Call rotations and handovers across different time zones.

Soft Skills:

* Outstanding leadership, calm demeanor under pressure, and strong command of critical incident bridges.

* Clear and concise written/verbal communication skills tailored for technical and non-technical audiences.

* Strong negotiation and prioritization skills to balance production stability with feature delivery goals.