Production Support Manager (PA)

Production Support Manager (PA)

VBI is seeking a Production Support Manager to support multiple Healthcare IT projects in the Philadelphia, PA area.

Group Manager of Production Support to manage the day-to-day activities of a Group Insurance production support team. Reporting to the Director, candidate covers the day-to-day support of application technology platforms within a production support environment.


  • Manage troubleshooting of Application Production issues
  • Manage response to critical application outages and issues
  • Responsible for the root cause analysis and resolution for production events
  • Supports appropriate monitoring for the production environment and manages team responses to event alerts from production monitoring tools – Ignite, CA APM, Op Net, Site Scope, Team Quest
  • Provide team coverage for on-call support for after-hours’ batch processes
  • Responsible for overseeing release activities
  • Demonstrated problem-solving mindset
  • Partner with Delivery Management, project teams, Quality Assurance, and Production Support team
  • Ensure Service Level Agreements are met
  • Generate Metrics Reporting
  • Provide point-of-contact with client on day-to-day activities
  • Interact with vendors and business partners
  • Manage and facilitate the prioritization of production break fix items and baseline activities
  • Communicate the status of all production problems and upcoming maintenance to business partners, stakeholders and upper management
  • Prior experience with providing application information such as run books as well as participating in the checkout of an application during disaster recovery
  • Solid understanding of SDLC and stakeholders


Required Qualifications:

  • Bachelor’s Degree in Computer Science or other relevant study
  • 5+ Years Team Lead experience managing production teams across different time zones/countries
  • Experience working in an onsite/nearshore/offshore support model
  • Proven management and lead skills – managing a team of 25+ members.
  • Ability to identify issues quickly, make decisions and drive solutions
  • Excellent analytical skills
  • Excellent communication skills
  • Team player and mentor
  • 5+ Years working with mid-range platforms:, JBOSS, Java, DataStage 9.1, ETL,
  • Strong Unix/Linux knowledge and language desirable
  • Strong database knowledge of Microsoft SQL 2008/2012, Oracle 11g. Must be able to be hands-on with the ability to lead a team in troubleshooting
  • Demonstrated experience with both front-end (GUI) and back-end (databases and services) support of applications (User Interface)
  • Experience and proficiency in writing scripts to query databases during triage production issues (PL/SQL, SQL and Oracle 11g) is desirable
  • Experience in utilizing Enterprise Scheduling Tools (ESP)


Highly Desirable

  • Websphere, Message Broker, MQ experience a plus
  • Prior experience using application performance and monitoring tools such as Ignite and Team Quest
  • Ability to prioritize and multi-task in fast-paced environment
  • Flexibility to be on-call



  • Philadephia, PA


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