Remote Production Support Manager

Production Support Manager

The Production Support Manager will lead a team responsible for supporting and enhancing a live, client-facing production environment. This individual will manage resources supporting both new system implementations and ongoing enhancements, while ensuring day-to-day operations run smoothly and consistently. They will serve as the primary escalation point for clients and internal teams, stepping in to de-escalate situations, communicate clearly, and drive resolution when issues arise.

The manager will train, mentor, and support their team, ensuring they understand and correctly apply a wide range of detailed operational rules and decision paths, including how specific scenarios impact what actions or data can be released. They will collaborate closely with business stakeholders, clients, and technology partners to identify areas for improvement, recommend process or system enhancements, and align support activities with evolving business needs.

While the technical work itself is straightforward, success in this role depends on strong leadership, attention to detail, sound judgment, and the ability to confidently manage both people and customer expectations in a fast-paced production environment.