Job Description

EagleView is a leading provider of aerial imagery, property insights and software that transforms the way people work. EagleView holds more than 300 patents and owns a large geospatial data and imagery library encompassing 94 percent of the US population. EagleView provides the most accurate data, enabling customers in the government, construction, solar and insurance industries to make timely, informed and better decisions. Overview We are looking for a talented Sr. Manager, Production Support to join our Global Production Support team. As a Production Support team member, you will be accountable for owning and resolving support incidents related to EagleView products escalated from Operations and EagleView partners. You will also be responsible for maintaining cloud infrastructure in a production environment, monitoring and logging, as well as debugging infrastructure and application-related issues. In this role, you must be able to multi-task, quickly adapt to new production environments, learn new systems, and find creative and scalable solutions to difficult and complex problems. An ideal candidate will take pride and ownership in their work and overall contributions of the team. They must also be able to have a system-wide understanding, recognize the use of system components and disparate technologies to be able to diagnose and debug components across an entire system. The ability to communicate clearly and concisely (both written and verbal) is key, as is being a self-starter. Responsibilities Team Management Managing daily people management functions. Accountable for 24x7 shift and on-call coverage Overseeing and evaluating the team's productivity with appropriate metrics. Providing technical assistance for the team as required. Coordinating training and mentoring of new joiners to the team. New employee hiring and onboarding Stakeholder Management Serving as the primary escalation point for external/internal customers regarding L2 incidents, coordinating across all internal teams to ensure incident resolution is completed in a timely manner. Acting as the second level of contact for customer incident escalations. Partnering across internal teams to vet and onboard new products and/or services. Representing the Production Support team in internal governance meetings. Handling major incidents and internal customer satisfaction. Acting as the single point of contact for engineering/cloud operations/operations management escalations. Representing Production Support as part of PI dependency planning process and asks. KTLO L2 and L3 Tickets Regularly measuring team KPIs and keeping the team informed on improvement areas. Managing and maintaining team metrics and KPIs. Demonstrating an approach of continuous improvement across all areas of the work. Managing L3 handover and closure process seamlessly. Incident Management (IM) Managing a team of incident managers. Responsible for all P1 issues communications, resolution, and closure. Reporting IM metrics on a monthly basis and managing governance with stakeholders. Roadmap Projects Identifying areas of improvement. Creating and executing roadmap items with clear articulation of impact. Measuring and reporting progress in quarterly review meetings. Qualifications Bachelors Degree required, preferably in Computer Science or a related field. Excellent communication, collaboration, reporting, analytical, and problem-solving skills. 10+ years of production/application support experience in dealing with a global customer base. Experience in managing troubleshooting issues in a cloud environment, AWS preferred. Experience with one or more scripting languages (Bash, Python, JavaScript, Powershell, etc.) Basic knowledge of object-oriented programming. Experience with SQL Server, PostgreSQL, or other relational databases. Knowledge of basic networking concepts. Exposure to working in an agile/scrum environment Good problem-solving ability. Proven track record in managing internal and external customers. Metrics-driven strategist with a strong focus on data-driven decision making and continuous improvement