Production​/Application Support Manager

Need an Application Support Manager or Production Support Manager with mobility environment experience. Experience in both iOS and Android environments is preferred but experience with either is acceptable.

• Act as the central point of contact (Incident Commander) for P1/P2 production incidents affecting iOS and Android apps.
• Lead triage calls with mobile engineers, backend teams, cloud infrastructure, and third-party vendor teams to pinpoint root causes rapidly.
• Coordinate emergency hotfix life cycles across both platforms, including code patch approval, fast-track QA validation, and store submissions.
• Drive blameless Root Cause Analysis (RCA) meetings post-incident and track prevention action items through to completion.

• Coordinate staged rollouts across Google Play Console and Apple App Store Connect, monitoring crash-free user rates and health metrics at each rollout percentage.
• Facilitate the go/no-go readiness reviews for bi-weekly/monthly mobile releases in alignment with Product, Engineering, and QA.
• Manage rollbacks, feature flag toggles (e.g., Launch Darkly), and remote configuration updates during critical incidents.

• Establish and track key operational metrics (MTTD, MTTR, Crash-Free Session Rate, App Store Vitals, and API Latency).
• Ensure support documentation, runbooks, escalation matrices, and operational playbooks are up to date.
• Oversee Tier 2 support escalation queues in Jira / Service Now, ensuring SLAs are met across all incident severity levels.
• Translate complex technical issues into clear business updates for executive leadership, product management, and support teams.
• Interface with Customer Operations and Social Media teams to monitor end-user sentiment, app store reviews, and incoming user complaints.
• Align mobile engineering priorities with support trends by analyzing recurring incident patterns and converting them into tech debt / bug backlog items.

• Mobile Ecosystem Understanding: solid grasp of both iOS (Swift, App Store Connect, Test Flight) and Android (Kotlin/Java, Google Play Console) development life cycles and release processes.
• Observability & Monitoring:
  Experience using Firebase Crashlytics, Datadog, Splunk, Dynatrace, or New Relic to track app metrics and triage issues.
• Network & API Analysis:
  Fundamental understanding of RESTful APIs, JSON, microservices architecture, and network debugging tools (Charles Proxy, Postman).
• ITSM & Process Management:
  Proficiency with Jira, Service Now, Confluence, and ITIL practices (Incident, Problem, and Change Management).
• Feature Management:
  Familiarity with remote config tools and feature flag platforms (e.g., Launch Darkly, Firebase Remote Config).

• Bachelor"s Degree in Computer Science, Information Systems, or equivalent experience.
• Background as an Android or iOS engineer prior to moving into technical support coordination / engineering operations.
• Experience managing distributed On-Call rotations and handovers across different time zones.

• Outstanding leadership, calm demeanor under pressure, and strong command of critical incident bridges.
• Clear and concise written/verbal communication skills tailored for technical and non-technical audiences.
• Strong negotiation and prioritization skills to balance production stability with feature delivery goals.