Provide technical leadership and oversight for production support activities performed by the managed service provider.
Ensure the vendor executes timely and effective triage, investigation, and issue resolution.
Hold the vendor accountable for meeting SLAs, SLOs, KPIs, and operational commitments.
Review vendor performance reports and address gaps in responsiveness, quality, or timeliness.
Ensure escalation paths are followed appropriately by the vendor team.
Oversee the vendor’s handling of production incidents, degradations, and outages.
Ensure proper incident lifecycle management: detection, prioritization, resolution, communication, and closure.
Participate in major incident bridges to evaluate vendor performance and escalate where needed.
Ensure timely and accurate RCA (Root Cause Analysis) is delivered by the vendor and that follow up actions are completed.
Establish and maintain best practice operational standards, documentation, and runbooks for the vendor to follow.
Validate that monitoring, alerting, logging, and operational tooling are used effectively by the vendor.
Identify recurring issues and ensure the vendor drives permanent fixes.
Promote continuous improvement across operational processes, tooling, and readiness.
Serve as the senior technical point of contact for production support escalations from the vendor.
Evaluate system architecture, logs, and telemetry to validate vendor RCA quality and technical soundness.
Review proposed fixes, enhancements, and operational procedures for technical completeness.
Mentor internal team members on production support best practices and vendor management.
Own and report operational metrics, SLA/SLO performance, and issue trends to leadership.
Lead internal reviews of vendor performance, including adherence to contractual KPIs.
Ensure operational risks are identified, communicated, and actively managed.
Support continuous improvement initiatives aimed at reducing incidents and increasing system stability.

Requirements

10+ years of software engineering or production support experience.
Strong background in troubleshooting distributed systems, APIs, and enterprise platforms (for evaluation and oversight, not hands on resolution).
Experience governing or collaborating with managed service / vendor support organizations.
Familiarity with monitoring and logging tools (e.g., Splunk, Datadog, Grafana, AppDynamics).
Excellent communication and stakeholder management skills.
Preferred Qualifications
Experience in large enterprise or regulated environments.
Understanding of ITIL processes (Incident, Problem, Change Management).
Experience with operational readiness assessments and production support governance.
Familiarity with CI/CD pipelines and deployment troubleshooting concepts.
Proficiency in at least one programming language (e.g., Java, Python, .NET).

Benefits

Affordable medical plan options
401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingdistributed systemsAPIsenterprise platformsmonitoring toolslogging toolsprogramming languageCI/CD pipelinesoperational readiness assessmentsproduction support governance

Soft Skills

technical leadershipcommunicationstakeholder managementmentoringcontinuous improvement

Certifications

ITIL