Job details
Job type full-time
Full job description
Production support manager
Vori health is on a mission to empower humanity to lead their healthiest lifeWe believe that great health holds the keys to unlocking personal potentialOur goal is to deliver high-value virtual and in-person care that enables a path to better healthOur human-centered approach, starting with musculoskeletal care, combines innovations in technology and timely communication with integrated care teams designed to cultivate a community of support which ultimately provides the most effective setting for both restorative and preventative healthcare.
About you & role
An experienced production support manager who is comfortable working with cross-functional teams to resolve production incidentsPassionate about monitoring, streamlining the processes to maintain high availability in productionFor patients who seek care from vori health, we want to deliver an experience that absolutely wows them and delivers the highest quality careIn this role, you will be responsible for managing a dedicated support team that is driven to achieve the quest of high availability in production.
Responsibilities
Managing a team with the primary responsibility of production support
Monitoring production systems and making sure that we have the appropriate tools to do this properly
Streamlining incident management and change management processes
Coordinate with development team, devops team, qa team, and product/delivery teams as needed
Develop & execute support sop`s to ensure the timely resolution of production bugs
Enhancing the existing processes to improve the sla times
Perform application impact analysis
Manage, communicate, and provide escalation support for priority 1 events and serve as the primary escalation point for support related incidents
Reporting application availability statistics on a weekly basis
Documenting and analyzing outages, root cause analysis & sla`s to monitor how our processes are working
Managing teams that are both on- and off-shore for support and monitoring
Working cross-functional to help drive customer success
Skills and qualifications
10+ years of technology experience, with 5+ years of managing production support team
Bachelor’s degree or equivalent experience in computer systems, computer science, mathematics, or a related field.
Strong background in application support, technical applications usage, and technical troubleshooting.
Experience with aws, devops practices, sdlc, and agile development methodology
Experience with monitoring tools such as sentry, elasticsearch, splunk, aws monitoring tool suite
Experience with clubhouse, trello, zendesk, sendgrid
Experience in digital health preferred
Someone willing to be hands on would help since the team is so small
Benefits
Take part in the creation of a better way to solve a critical healthcare need and join a dynamic, cutting-edge team.
Flexible schedule & paid vacation
A great office and working remote options from your home or cabin or beach!
Training and conference attendance support
Medical, dental, & vision benefits
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