Manager, Customer Products and Solutions (2026-8099)

The Manager of Production Support ensures that the highest level of client/customer support is delivered in the most efficient and consistent manner maximizing value and minimizing cost via best practices. Responsible for managing the production support team. Performs annual and semi-annual reviews of all reports including setting goals, coaching and self-improvement.

Implements and maintains procedures on application support services. Manages the team to ensure that all support or service requests are dealt with according to the agreed procedures. Manages all technical support for all software applications.

Communicates with stakeholders and external parties on application support related matters. Reviews periodic reports on the issues raised and resolved and identifies trends of issues raised.

• Lead Production Support team to include selection, training and development, coaching, counseling and performance management
• Provide overall vision and direction of Production Support for the enterprise
• Responsible for vendor management related to staff augmentation as well as oversight and management of work responsibilities for contractor staff; inclusive of off-shore Production Support model coordination
• Define the organizational Production Support program, methods and KPIs that ensure responsiveness and software quality
• Recommend process changes that lead to better overall support
• Utilize appropriate methodologies based on need, including standard temp