Production Support Manager

New York

Production Support Manager

We are looking for an experienced Production Support Manager who will be responsible for the definition and execution of Production Support services for clients through coordination between the Professional Services and Engineering departments. The Production Support Manager will need to set team direction to ensure a high level of service availability and reliability for critical BounceX applications and services. This individual will work in close collaboration with Client Engineers and Product Engineers, peer Support Leads, Engineering Managers, Customer Success Leaders, and the DevOps/Infrastructure team. 

 

Responsibilities:

  • Build the capabilities of the support team and provide a leading example within the Production Support organization
  • Defining and driving Monitoring enhancements and IT Service Management processes, to ensure support consistency across the BounceX applications & services and business groups supported
  • Selection of tools and platform/s for major incident response & change management according to organization needs
  • Hands-on participation and leadership in comprehensive monitoring of business-critical applications
  • Works effectively with engineering and product peers and influences their approach to monitoring, incident response, and delivery quality
  • Serving as a liaison between Customer Success, Professional Services, QA, Product Integrity, InfoSec, Client and Product Engineering, and Product Management
  • Develop service request SLAs / KPIs

Qualifications:

  • 5-7 years of relevant experience in enterprise Production Support processes & IT Infrastructure Library (ITIL 4) practices
  • Proficient in a wide variety of production monitoring tools and platforms and Production Support & ITSM methodologies
  • Experience with an enterprise-level incident and problem management system, including JIRA, Confluence, ZenDesk, etc
  • Hands on experience with supporting cloud based application platforms on AWS and/or GCP.
  • Extensive knowledge of monitoring instrumentation, ITSM automation, DevOps continuous delivery infrastructure support
  • Advanced strategic thinking, objection handling, and persuasion skills 
  • Significant major incident response management experience
  • Ability to train, mentor, and guide more junior Production Support analysts
  • Capable of working independently, a self-starter who performs initiatives that provide solutions for business requirements
  • Experience with Martech a plus

BounceX is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

JOIN US ON OUR MISSION

BounceX is an international marketing technology solution that brings a "logged-in" experience to logged-out website visitors across all their devices. A category leader in device identity resolution, BounceX helps companies like Uniqlo, HelloFresh and Tribune Interactive orchestrate real-time, multichannel marketing programs customized for the individual behind each device. They're best known for their impact on triggered email performance and website personalization.

Having raised over $44.9 million in funding from proven firms like Battery Ventures, Cross Creek Advisors and Primary Ventures, BounceX was named the Fastest Growing Software Company in America by Inc Magazine. With headquarters in New York and London, BounceX has been recognized by Glassdoor and Crain's for its exceptional culture and being one of the top places to work in the country. The company recently signed both the White House Equal Pay Pledge and the United Nations Women's Empowerment Pledge and continues to set the bar as a pioneer in technology innovation and workplace inclusion initiatives.

What bonds our community together is our commitment to 5 Core Values:

  • Come Hungry
  • Carry Each Other
  • Drive Undeniable Performance
  • Respect People, Privacy, Ideas
  • Bounce Back

Come join us on our mission.