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Production Support Manager
EZCORP
Austin, TX, United States
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The Production Support Manager is responsible for managing a team of support staff that provide production support to the company's primary software system that spans hundreds of stores in a variety of geographies. The team is also responsible for various corporate systems.
Key Areas of Responsibility
The Production Support Manager leads a team responsible for:
• Software release
• Rollout support for hundreds of locations throughout the US, Mexico and Central America.
• Pre-release final testing of new releases
• Tier 2 trouble ticket resolution
• Defect verification, triage and prioritization
• Production monitoring
• Software batch processing verification
• Database replication and network monitoring
• Software deployment control and verification
• Desktop support for corporate offices
• Critical Incident Management
• Leading a team responsible for 24/7 critical incident management including monitoring, escalation and incident resolution
• Work hands on with infrastructure and integration teams and vendors to research, diagnose, troubleshoot and identify solutions to resolve issues in our production systems.
Critical and Essential Tasks
• Develop KPI's and report weekly on frequency of production issues relating to systems, and detect patterns due to system gaps.
• Communicate effectively throughout the organization to initiate or improve process relating to support systems.
• Manage the production support team on process improvements, process documentation, and development training materials.
• Manage both onshore and offshore teams.
• Interview and make hiring recommendations on new staff.
Requirements
Experience:
• 5+ Years' experience in a business-critical, multi-location, retail production support environment
• 5+ Years' experience supporting multi-tier Application
• 5+ Years' experience in an IT management or leadership role required.
Education
• Bachelor's degree or equivalent from a four-year college or university in a technology related field such as computer science or information systems.
EZCORP participates in the E-Verify Program (Department of Homeland Security) which electronically verifies the employment eligibility, identity, and Social Security number validity of all new hires and rehires.