Description

We are seeking a Production/Incident Support Lead who will be responsible for coordinating the development and implementation of programs and strategies to improve service to our customers. This role requires excellent communication skills as you will directly engage with end users and account teams. You will also manage SLAs and OLAs, engage in incident management, and work towards understanding and resolving customer pain points while guiding a team of professionals.

Company Culture and Environment

Our company values continuous learning and collaboration across all levels of staff. You will be part of a team-oriented environment that encourages growth and innovation. We believe in empowering our employees to take ownership of their work while ensuring a supportive and inclusive workplace.

Career Growth and Development Opportunities

We emphasize continuous learning and provide opportunities for professional development. You will have the chance to mentor team members and participate in training, enhancing your leadership skills and technical expertise over time.

Detailed Benefits and Perks

• Flexible work hours
• Opportunities for continuous learning and skill development
• Supportive team environment that encourages feedback and growth
• Leadership development opportunities
• Travel opportunities (Approximately 20%) for client engagement and support

Compensation and Benefits

• Competitive salary based on experience
• Health, dental, and vision insurance
• Retirement savings plan with company matching
• Generous vacation and paid time off policy

Why you should apply for this position today

This role offers a unique chance to significantly impact our customer service delivery while being part of a dynamic team. You will gain valuable experience in managing production support and develop strong leadership capabilities while working closely with cross-functional groups.

Skills

• Excellent verbal and written communication skills
• Strong analytical skills with attention to detail
• Proficiency in Microsoft Office products
• Very good knowledge of ASP.NET MVC, C#, and SQL
• ITIL Certification (preferred)
• Ability to work independently and collaboratively with various stakeholders
• Strong data-driven communication and decision-making skills

Responsibilities

• Develop and manage the release/workstream schedule and dependencies
• Support the creation and management of SLAs and OLAs
• Ensure accountability for all support aspects related to the product
• Mentor the team and handle shift planning as needed
• Analyze incoming case volume and communicate trends to relevant teams
• Conduct one-on-ones with direct reports and support the training of new team members
• Act as a point of contact for customer outages and resolution

Qualifications

• Ten years of experience in a production support environment
• Three years of supervisory or leadership experience in Information Technology
• Previous managed care or healthcare experience preferred
• Excellent interpersonal skills and ability to interact with all levels of management
• Strong leadership and team-building skills

Education Requirements

• Bachelor’s degree in a related field
• A relevant combination of education and experience may be considered in lieu of a degree

Education Requirements Credential Category

• Bachelor’s degree or equivalent experience

Experience Requirements

• Minimum ten years of experience in production support
• Minimum three years of supervisory experience in IT
• Experience in managed care or healthcare environments preferred

Why work in Vallejo, CA

Vallejo, CA offers a unique blend of urban amenities and natural beauty, with easy access to outdoor activities, vibrant cultural experiences, and a diverse community. The city is strategically located near major economic hubs and provides a conducive environment for professional growth while maintaining a balanced lifestyle.