Mgr I - Production Support in Clearwater, FL at PODS

Date Posted: 9/12/2020

Job Snapshot

Job Description

JOB SUMMARY
Responsible for the management, performance, stability and improvement of PODS’ production systems. Leads a team of functional and technical resources to monitor and maintain IT production systems and address data, system and performance issues as they arise. Proposes both short and long-term system and software development solutions to improve production operations in order to minimize business dependency on IT for day to day operations.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Accountable for the overall performance and stability of PODS production systems
  • Lead and mentor a team of production support specialists on the maintenance and automation of all production systems
  • Monitors the production environment and responds to event alerts from the production monitoring tools (performs root cause analysis RCA as required)
  • Responsible for continual improvements of job scheduling and workload management
  • Ensure the team is staffed and trained to meet the work volume and recruit, develop and retain exceptional talent
  • Foster a culture of exceptional customer service and rapid restoration of service
  • Work with the business to help enable self-service functionality/capabilities and provide the tools to fend for themselves, becoming less reliant on IT production support resources
  • Accurately foresees organizational impacts and understands the procedures associated with introducing new information technologies, while seeking ways to collaborate with other IT members to facilitate transitions
  • Responsible for promoting and evolving production support best practices and continuous process improvement
  • Proactively look for opportunities to improve efficiency across the IT support organization
  • Collaborate with business representatives to develop complete and comprehensive requirements for application and system improvements
  • Stay abreast of new and future business needs and track/report impact of changes to interdependent functional areas and production support team
  • Feed suggestions for improving business workflows into the business community
  • Ability to handle new business domains with confidence and incorporate new software and functionality into the production support process
  • Work with Quality Assurance to develop proper testing protocols and documents in conjunction with production support operating procedures
  • Follows, supports and helps improve IT business processes including change management, incident management, disaster recovery and business continuity
  • Utilizes traditional and agile development methodologies as required
  • Able to be diplomatic when handling calls/correspondence and build solid, effective working relationships with others
  • Able to analyze and resolve complex issues and problems in a sound and timely fashion
  • Constructively work under stress and pressure when faced with high workloads and deadlines May perform other duties and responsibilities as assigned

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements
  • Bachelor’s degree in MIS or Business Administration
  • Broad base of knowledge across a variety of enterprise applications, network configurations and infrastructures
  • Strong knowledge of systems development process, SDLC methodologies (Agile and Waterfall a plus)
  • 5+ years of prior management experience
  • Prior experience leading an IT Production Support team with high availability
  • Successful track record developing an effective customer service oriented/team environment
  • Experience with DevOps implementations and/or existing DevOps environments a plus
  • Proficiency with Microsoft Office Suite and Azure DevOps a plus
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