Production Support Manager -DigiOps

Overview

Production Support Manager - Digital Operations is responsible for ensuring the stability, reliability, and performance of data platforms and digital solutions built on Azure, Databricks, and modern data engineering frameworks. This role combines production support leadership, data engineering expertise, and stakeholder management, with a strong focus on data quality, governance, and operational excellence.

• Production Support & Operations Management
  • Lead end-to-end production support for Azure-based data platforms ensuring high availability and reliability.
  • Manage incident, problem, and change management processes in alignment with ITIL practices.
  • Drive root cause analysis (RCA) and implement preventive measures for recurring issues.
  • Define and monitor SLAs, KPIs, and operational metrics for production systems.
  • Ensure 24x7 support readiness, including on-call governance and escalation handling.
• Azure Data Engineering & Platform Management
  • Oversee data pipelines and workflows developed using Azure services (ADF, ADLS, Synapse, Databricks).
  • Ensure optimal performance and maintenance of Databricks workloads and Spark jobs.
  • Collaborate with engineering teams for deployment, release management, and enhancements.
  • Monitor data platform health, usage, and cost optimization.
• Data Quality & Governance
  • Establish and enforce data quality frameworks, rules, and validation processes.
  • Ensure adherence to data governance policies, standards, and compliance requirements.
  • Collaborate with data stewards and business teams to maintain data lineage, cataloging, and metadata management.
  • Implement controls for data accuracy, completeness, consistency, and timeliness.
• Client Communication & Stakeholder Management
  • Act as the primary point of contact for clients on production-related activities.
  • Provide regular status updates, incident reports, and service reviews to stakeholders.
  • Drive governance forums including weekly/monthly operational reviews (WOR/MOR).
  • Manage expectations and escalations across business, technical, and leadership stakeholders.
• Continuous Improvement & Automation
  • Identify and drive automation opportunities in monitoring, alerting, and resolution workflows.
  • Implement proactive monitoring and observability frameworks.
  • Improve operational efficiency through process optimization and tooling enhancements.
  • Promote adoption of best practices in Dev Ops, Data Ops, and MLOps.

• Technical Skills
  • Strong experience in Azure Data Engineering ecosystem (ADF, ADLS, Synapse, Azure SQL).
  • Hands-on expertise in Databricks (PySpark, Spark optimization).
  • Advanced proficiency in SQL for data analysis and troubleshooting.
  • Experience with data pipeline orchestration and workflow management.
  • Familiarity with monitoring tools and frameworks (Azure Monitor, Log Analytics, etc.).
• Data Governance & Quality
  • Experience in implementing data quality frameworks and validation checks.
  • Understanding of data governance, metadata management, and compliance standards.
  • Exposure to tools/processes related to data cataloging and lineage tracking.
• Operations & Support
  • Strong knowledge of ITIL processes (Incident, Problem, Change Management).
  • Proven experience managing production environments and critical issue resolution.
  • Ability to lead support teams and manage escalation matrices.
• Soft Skills
  • Excellent client communication and stakeholder management skills.
  • Strong analytical, problem-solving, and decision-making abilities.
  • Ability to work in high-pressure environments and manage multiple priorities.
• Leadership Experience
  • Experience in cross-functional global teams.

10+ years of experience in Data Engineering / Production Support / Digital Operations; 3+ years in leadership or managerial role. Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.

• Certifications in Microsoft Azure (Data Engineer Associate / Solutions Architect).
• Experience in Healthcare / Life Sciences domain (good to have).
• Exposure to Dev Ops tools (Azure Dev Ops, CI/CD pipelines).

$150,000 - $185,000. Discretionary bonus may be awarded.

• Health, dental, vision, life insurance, and disability plans.
• 401(k) plan.
• 11 paid holidays and 12 weeks parental leave.
• Flexible PTO policy for sick time or vacation.

Fractal provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.