Manager, Production Support & Service Reliability

<p><em>Please note: This position is not eligible for immigration sponsorship.&nbsp;</em></p> <h3>Company Overview</h3> <p>We are the better way to work in finance. As private equity’s value creation partner, we sit at the heart of PE—where sponsors and CFOs meet. Through financial consulting rooted in data, technology, and AI, we help clients drive value—supporting the office of the CFO to drive end-to-end value creation.</p> <p>If you crave challenging work and are looking to grow, come solve complex issues alongside 1,600+ finance &amp; technology experts in a supportive, collaborative environment.</p> <p>Backed by premier private equity firms and headquartered in New York with 11 offices around the globe, we are a high-growth, entrepreneurial firm looking for people who want to be part of building something great. Come make your mark.</p> <h3>Manager, Production Support &amp; Service Reliability&nbsp;</h3> <p>The Manager of Production Support &amp; Service Reliability owns the production support operating model, incident management, service levels, release-watch support, escalation governance, and overall live-service quality across pods. This impactful role is critical in ensuring Production Support is proactive, disciplined, and tightly connected to Engineering, Product, QA, and business stakeholders.</p> <p>This position will ideally be based in one of our US offices and is a hybrid role with the flexibility to work remotely 2 days per week (also eligible for remote candidates).</p> <p>This position is not eligible for immigration sponsorship.</p> <h3>What You'll Do:</h3> <p><strong>Service Reliability Leadership</strong></p> <ul> <li>Define the production support operating model, incident lifecycle, severity framework, and support expectations across pods</li> <li>Establish service levels, escalation paths, release-watch routines, and communication standards for production issues</li> <li>Create visibility into live-service health, incident trends, and recurring support risks</li> </ul> <p><strong>Team &amp; Process Leadership</strong></p> <ul> <li>Lead production support engineers and AI operations analysts as the team continues to grow</li> <li>Build repeatable support routines, runbook discipline, and issue triage practices that scale across products and workflows</li> <li>Partner with Product, Engineering, and QA to improve supportability and reduce recurring production issues</li> </ul> <p><strong>Incident &amp; Stakeholder Management </strong></p> <ul> <li>Own incident governance for material issues, including severity calls, stakeholder updates, escalation management, and stabilization plans<