Manager, DevSecOps Production Support

Manager, Dev Sec Ops  Production Support

Salary:
Starting at $170k + bonus

Location:

Chicago, IL

Hybrid: 3 days onsite, 2 days remote

* We are unable to provide sponsorship for this role*

Qualifications

• 5+ years of hands-on environment operations, production support, or infrastructure operations experience
• Experience across: application deployment pipelines, container platform operations, middleware support, incident management, monitoring and observability, configuration management, release engineering, platform operations, or scripting and automation.
• Formal people management experience
• Demonstrated experience defining and enforcing SLA frameworks in a tiered support model (L1/L2/L3 or equivalent).
• Familiarity with financial services or other regulated-industry production environments including knowledge of change governance, audit requirements, and production access controls.

Technical skillset

• Harness (continuous delivery pipelines, deployment verification, rollback automation), Jenkins (CI/CD pipeline management, job configuration, build troubleshooting), Git Hub (branching strategies, pull request workflows, pipeline integration).
• Kubernetes (k8s) pod lifecycle management, namespace operations, log retrieval, resource troubleshooting, and coordination with Platform teams on cluster-level issues.
• Apache Kafka topic management, consumer group monitoring, lag analysis, and escalation to Platform for broker-level issues.
• Hashi Corp Vault — secrets retrieval, token/lease troubleshooting, policy review, and escalation to Security teams for certificate and secrets rotation.
• Proficiency in at least two production monitoring toolsets (e.g. Splunk, Dynatrace, Datadog, App Dynamics, Prometheus/Grafana) alert triage, dashboard interpretation, log analysis, and tuning requests.
• Working knowledge of middleware infrastructure including application servers, messaging brokers, storage integrations, and network-layer dependencies sufficient to triage, gather diagnostics, and route correctly to L3.

Responsibilities

• Lead a team of 6–10 L1 and L2 support engineers
• Manage team scheduling to ensure full coverage of production support windows including on-call rotations, shift handoffs, and escalation availability for 24×7 support responsibilities.
• Perform all talent management functions including performance reviews, direct and timely feedback, goal setting, and administrative functions as required.
• Ensure accurate, complete documentation for every incident — symptoms, steps taken, diagnostics, resolution, and RCA where applicable.
• Own the runbook library — every novel resolution produces a runbook published to L1 before the incident is closed; coverage gaps are tracked and closed sprint-on-sprint.
• Lead alert tuning and noise reduction initiatives across monitoring toolsets — on-call engineers are paged for situations requiring human judgement, not system noise.
• Lead automation and tooling initiatives to reduce toil, accelerate triage, and eliminate manual steps from the support workflow.
• Define, publish, and enforce SLA targets
• Monitor SLA compliance in real time; escalate breaches immediately and report trends to leadership on a sprint cadence.
• Lead L1 and L2 support engineers in all incident response activities including triage, investigation, coordination, resolution, closure, and post-incident reporting.
• Oversee technical analysis of environment incidents across application deployments, middleware, and platform layers while coordinating response activities with internal engineering, platform, and application development teams.
• Serve as Tier 3 escalation point for complex incidents beyond L2 capability — triaging, directing, and driving resolution across Platform (k8s, Kafka, TFE), S&I (deployment, middleware, storage, network), Security (Vault, certs, secrets), and App Dev teams.