Production Support Manager

Job Title: Production Support Manager

Reports to: CTO

Department: Engineering

Job Summary: Manage a team of highly skilled, highly intellectual people to develop, maintain and support, Internet based enterprise level Supply Chain Application

Qualifications: 5+years experience in working with Supply Chain Management Applications Experience supporting high performance, highly scalable OLTP systems Must have strong written and verbal communication skills Must be able to communicate technical issues clearly to individuals with various levels of technical understanding Must have strong interpersonal skills when working with non technical individuals, including customers. Good working knowledge of Java, SQL, Relational Databases and Scripting Language.

Education: BS Degree in Engineering or  MS Degree a plus.

Essential Functions:Manage a team of support engineers to resolve customer and product issues Communicate with Network Operations to identify and solve software issues. Communicate current status of issues to management as necessary, based on severity and impact of the issue on the business. Create code, scripts, extracts and other artifacts required to solve complex technical issues. Apply appropriate judgment on escalation and which engineers/specialists to bring in if the problem is beyond their knowledge. Interact with client services, professional services and other groups to provide status of troubleshooting efforts. Be proactive and inquisitive with a clear focus on problem solving. Must have flexibility with work hours and be able to provide on-demand support as required. Document findings, including new defects in products and work with the CS team to create knowledge base articles.