Clean Energy Production Support Manager

Overview

Con Edison, a multibillion-dollar energy utility, is leading the clean energy transition in New York City and Westchester County. We are investing hundreds of millions of dollars annually to integrate distributed resources into our electric and gas systems, support electric vehicle charging infrastructure, and scale adoption of energy efficiency and clean heating technologies across our customers. This is a great role to demonstrate your ability to drive results, demonstrate application of cross-disciplinary skills to the clean energy space and gain firsthand experience with the clean energy transition.

As the Production Support Manager, you will be responsible for the operational stability and performance of our core enterprise platforms supporting Con Edisons Clean Energy organizations. In this role, you will lead a multi-tiered support team of Tier 1 and Tier 2 specialists dedicated to providing in-depth technical assistance, addressing complex bugs, resolving infrastructure problems, and developing new platform solutions. Your team will focus on deployment consistency and swift incident resolution within defined SLAs.

You will oversee the reliability and usability of critical business applications across the CES-wide portfolio, with a specific focus on the DMTS application, the Salesforce platform, SQL-developed tools, and associated data reporting capabilities. Serving as a key liaison between business users and technical teams, you will directly manage a team of developers and DBAs. Your primary focus will be on maintaining consistent platform performance, overseeing incident and data refresh management, performing root cause analysis (RCA) to drive permanent corrections, and implementing proactive system enhancements.

• Strategic Talent Development:
  Develop a high performing production support team by actively mentoring, coaching, and providing targeted growth opportunities. Foster an environment of continuous learning and professional development to maintain a high-performing team recognized for its technical expertise.
• Operational Excellence & Service Delivery:
  Architect and continuously refine production support frameworks, implementing best-in-class processes for incident management, root cause analysis, and service restoration. Drive the evolution of support from reactive troubleshooting to a proactive, predictive model that ensures exceptional service reliability
• Business Continuity & Technology Stewardship:
  Provide strategic oversight for all technology and administrative support functions, ensuring the operational continuity of the clean energy application portfolio.
• Operational Leadership & SLA Definition:
  Lead the day-to-day operations of the application support team by setting a clear vision, defining and driving strategic Service Level Agreements (SLAs) through robust escalation pathways for critical issues resolution.
• Platform Integrity & Performance:
  Assume ownership for the reliability and performance of the assigned clean energy platforms, including both third-party and proprietary applications, to ensure the operating stability of our clean energy portfolio.
• Support and troubleshoot invoice processing workflows, ensuring seamless integration between clean energy platforms with enterprise-wide systems including CC&B, Oracle ERP, CPMS, GCP and EDAP.
• Advanced System Diagnostics:
  Conduct deep-dive investigations to diagnose and definitively resolve complex data discrepancies, integration failures, and workflow bottlenecks, ensuring integrity of all supported systems
• Strategic Stakeholder Alignment:
  Serve as the central communication lead and strategic partner between key business users, Digital Product teams, ETS groups, and software development teams. Ensure clear communication is maintained during deployment, incidents and software release evolutions.
• Knowledge Management & Best Practices:
  Champion the development and maintenance of a comprehensive knowledge base, including dynamic runbooks, advanced troubleshooting guides, and standardized operating procedures (SOPs), to maintain operational best practices.
• Identify recurring issues or manual bottlenecks in application usage, data flows, or invoice workflows, and propose automated solutions.
• Proactive Automation & Innovation:
  Systematically identify, analyze, and eliminate recurring issues and manual bottlenecks within application usage, data flows, and invoice workflows by designing and championing innovative, automated solutions.
• Deployment Validation & Rollback Readiness:
  Partner with Dev Ops and development teams to validate deployment success, run smoke tests post-deployment, and maintain rollback strategies to mitigate deployment risks in live production environments.
• Comprehensive Quality Assurance Leadership:
  Design, orchestrate, and lead rigorous system integration, regression, and user acceptance testing (UAT) for all hotfixes, new features, and patch releases. Ensure testing protocols…