Senior Manager, Product Support

1 week ago
Job ID
# of Openings



Lead a team responsible for resolving production support issues and the continuous improvement of all enterprise and member facing product software.           



  • Lead internal and offshore team in resolving all open support tickets relating to our enterprise and member facing software, including both web and mobile applications.
  • Provide leadership and direction to improve overall stability and quality of product.
  • Lead internal and offshore team to address

o             Root causes for recurring support issues

o             Automation of routine system maintenance

o             Enterprise data integrity

o             System monitoring and alerts

o             Centralized error logging and reporting

o             Administration dashboard for automated maintenance, configuration, and reporting.

  • Prepare high quality documentation pertaining to production support, configuration, and enterprise system maintenance.
  • Provide production support leadership and value-add recommendations towards continuous improvement of product stability, performance, data integrity, and reliability.
  • Lead and mentor junior internal and offshore team to build a culture of continuous improvement within the production support arena.
  • Act as liaison to product management team and internal business units for all product support related communications.



  • Drive agile development process within production support team.



  • Thorough understanding of software development processes and criticality of various kinds of software testing-unit, smoke, system, integration etc.
  • Understanding of code manipulation and optimization issues
  • Working with relational databases such as Oracle and SQL Server
  • Knowledge of Application Development/Software engineering of N-tier architecture in a Microsoft .NET framework
  • Strong communication skills, capable of interacting with all levels of IT and business management and skilled at summarizing and communicating complex technical concepts/strategies
  • Commitment of accountability and responsibility for end product.
  • Ability to interpret abstract technical ideas and concepts effectively
  • Solution orientated approach with strong problem-solving skills
  • A strong leader and proactive by nature
  • Ability to excel in a fast-paced environment and react well under pressure.
  • Ability to learn tools and technology quickly



  • Minimum 8 years’ experience in application architecture or in software engineering/application development of N-tier architecture in a Microsoft .NET framework or equivalent
  • Minimum 4 years’ experience in Web 2.0 technology build using ASP.NET, applying to product plans as well as day-to-day communications or equivalent
  • Experience in application development using object-oriented design patterns with expert level in C#.



  • Bachelor’s degree in Computer Science or equivalent
  • Minimum of 6 years in a lead web development role



  • Work flexible and/or extended hours as needed.


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