💼 About This Role

You'll own the production support operating model, incident management, and service levels for a finance technology consulting firm. You'll ensure live-service quality is proactive and tightly connected to Engineering, Product, and QA. This hybrid role offers the flexibility to work remotely two days per week.

🎯 What You'll Do

• Define production support operating model and incident lifecycle
• Establish service levels, escalation paths, and release-watch routines
• Lead production support engineers and AI operations analysts
• Own incident governance for material issues and stakeholder updates

📋 Requirements

• 8+ years of production support or service reliability experience
• Incident management and service operations expertise
• Experience with engineering and product teams in modern software delivery
• Ability to communicate with technical and business stakeholders under pressure

✨ Nice to Have

• Experience in finance-sensitive application environments
• Knowledge of Private Equity and office of the CFO
• Bachelor's degree preferred

🎁 Benefits & Perks

• 💰 bonus included in compensation
• 🏖️ flexible hybrid work with 2 remote days per week
• 🏢 11 global offices with collaborative culture

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Technical Interview· 60 min
4. 4Offer· 15 min

🚩 Heads Up

• Role requires 8+ years experience but lists 'team leadership' without specifying team size or scope
• Broad location requirement may indicate inconsistent team structure