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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The Director of Production Support leads teams responsible for ensuring the stability, resilience, and operational excellence of critical technology platforms supporting core lines of business. This role owns end-to-end production support operations while driving maturity toward engineering-first, site reliability–focused practices. The Director identifies and resolves complex technical, operational, risk, and organizational challenges, while building high-performing, accountable teams across onshore and offshore locations.
This position carries full people management responsibility, including hiring, coaching, performance management, and disciplinary actions, and serves as a key partner to Technology, Risk, and Business leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time.  
 

Production Support Leadership & Accountability

Own end-to-end production support operations for multiple mission-critical applications supporting key lines of business, ensuring availability, stability, and performance meet defined SLAs and SLOs. Provide accountable, visible leadership for 24x7 operational support, including on-call models, escalation paths, and incident response effectiveness. Act as the senior escalation point for major incidents, ensuring swift recovery, accurate root cause analysis, and durable remediation.

Incident & Problem Management

Lead cross-functional incident recovery efforts in partnership with Incident Management, engineering teams, infrastructure, and business stakeholders. Ensure timely root cause analysis (RCA), post-incident reviews, and corrective actions that prevent recurrence. Establish and mature a production knowledge base, documenting known issues, recovery procedures, and architectural insights.

Engineering-First & SRE Practices

Drive adoption of Site Reliability Engineering (SRE) and lean engineering principles, including:

Reduction of toil through automation

Engineering-based reliability metrics (error budgets, SLIs/SLOs)

Proactive resilience and failure prevention practices

Champion automation of repetitive and manual operational tasks, including incident detection, response, validation, and recovery where feasible. Promote a culture of preventative engineering, partnering with development teams to improve system reliability upstream.

Monitoring, Observability & AI Enablement

Implement and continuously improve real-time monitoring, alerting, and observability across applications and infrastructure. Measure and optimize the effectiveness of monitoring and alerting to eliminate noise and accelerate mean-time-to-detect and mean-time-to-recover. Leverage AI and advanced analytics to correlate telemetry data (logs, metrics, traces) and proactively identify emerging risks and root causes. Champion the safe and responsible use of AI within production operations by adhering to enterprise guardrails and protecting sensitive data and system integrity.

Operational Readiness & Change Enablement

14.  Oversee operational readiness across releases, disaster recovery and failover testing and certificate and dependency lifecycle management. Ensure production support is actively embedded in change planning, minimizing risk from