Production Support Manager

Remote from: USA
Salary, USD: 140,000 - 165,000/yr
Job function: Product & Operations
Job type: Full Time,
Job posted: 31 Aug 2023
Apply before: 30 Oct 2023
Industry: Computer Software

Simplifying cloud complexity and accelerating digital transformation with automatic and intelligent observability

Computer Software
2005

5.0 Rated

Dynatrace exists to make the world’s software work perfectly. Our unified software intelligence platform combines broad and deep observability and continuous runtime application security with the most advanced AIOps to provide answers and intelligent automation from data at an enormous scale. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences. That is why the world’s largest organizations trust Dynatrace® to accelerate digital transformation.

We’re an equal opportunity employer and embrace all applicants. Dynatrace wants YOU—your diverse background, talents, values, ideas, and expertise. These qualities are what make our global team stronger and more seasoned. We’re fueled by the diversity of our talented employees.

Job Description

Lead and manage a team of Admins. across various applications to ensure quality Production Support delivery
Ensure customer service is timely and accurate on a daily basis
Minimize service disruption by driving timely resolution of Incidents
Ensure a proactive stance to post-incident review and Problem follow-up
Drive a Root Cause initiative in order to prioritize work that will decrease ticket volume and improve end-user experience
Establish best practices throughout the entire technical support process
Accountable for all process documentation and the creation of knowledge base articles
Establish and monitor SLAs and KPIs, and ensure they are met (course correcting when necessary)
Develop and grow a team in accordance with our principles, processes, and culture including driving towards optimal structures, having clear accountabilities, and maximizing employee performance, to ensure the team meets its objectives
Recruit, train, and support Admins. as needed
Contribute to improving customer support by actively responding to queries and handling complaints
Perform tasks as needed to monitor corporate adherence to standard processes and compliance with corporate policies
Follow up with end-users to identify areas of improvement
Develop daily, weekly, and monthly reports on help desk team’s productivity
Provide customer feedback to the appropriate internal teams

Qualifications

Minimum Qualifications

3+ years of leading and managing Production Support teams
HS Diploma or GED required

Preferred Qualifications

Bachelors’ degree or in process of bachelors degree preferred
Experience with Incident Management, Problem Management, and Root Cause Analysis
Ambitious, highly motivated team player committed to delivering outstanding customer support aligned with Business Systems initiatives
Strong and proven leadership skills
Ability to work under pressure
Knowledgeable regarding Service Management and IT tools
Experience with Jira and Confluence
Experience with data management with focus on attention to detail
Excellent written and verbal communication skills with the ability to work across the organization with users at various levels of application proficiency
Ability to effectively juggle multiple tasks at the same time
ITIL certification is a plus

Additional Information

DOE, salary $140K – $165K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.

Apply now >