Senior Manager, Production Support & Reliability Operations

Senior Manager, Production Support & Reliability Operations

Location: Remote Job Summary

STAFFXPERT LLC is seeking a Senior Manager, Production Support & Reliability Operations on behalf of our client in a remote environment . This role is ideal for an experienced production support leader who can establish operational discipline across application and platform support, issue triage, service restoration, and reliability operations. The successful candidate will focus on improving platform stability, operational accountability, and customer impact.

Key Responsibilities

• Build and lead enterprise production support and reliability operations.

• Define ownership models and support boundaries across engineering and operations teams.

• Establish effective processes for triage, prioritization, escalation, and communication.

• Reduce operational friction, alert noise, and recurring production issues.

• Partner with engineering teams to improve application and platform reliability.

• Establish support metrics, dashboards, and operational reporting.

• Develop workforce models and support staffing strategies.

• Lead operational readiness reviews for new releases and deployments.

• Drive continuous improvement initiatives focused on platform stability and customer impact reduction.

Required Qualifications

• 8+ years of experience in production support, application support, platform operations, or related leadership roles.

• Proven experience supporting highly available cloud environments.

• Experience developing support operating models, governance frameworks, and operational processes.

• Strong understanding of ITSM platforms and operational workflows.

• Excellent stakeholder communication, leadership, and problem-solving skills.

• Demonstrated ability to lead cross-functional teams and improve operational performance.

Preferred Qualifications

• Experience supporting payments platforms or financial technology environments.

• Application reliability, SRE, or similar engineering operations background.

• Experience working with distributed engineering and technology organizations.

• Experience establishing reliability metrics and continuous improvement programs.

Work Environment

• Fully remote.

• Leadership-focused role requiring strong collaboration with engineering, operations, and business stakeholders.