SOFTWARE ENGINEERING DIRECTOR I, Production Support Operations

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
 

Production Support Leadership & Accountability

Own end-to-end production support operations for multiple mission-critical applications supporting key lines of business, ensuring availability, stability, and performance meet defined SLAs and SLOs. Provide accountable, visible leadership for 24x7 operational support, including on-call models, escalation paths, and incident response effectiveness. Act as the senior escalation point for major incidents, ensuring swift recovery, accurate root cause analysis, and durable remediation.

Incident & Problem Management

Lead cross-functional incident recovery efforts in partnership with Incident Management, engineering teams, infrastructure, an...