Job Title: Production Support Manager
McFadyen Digital is a global Digital Commerce Agency with a 30-year history of innovation for more than 250 of the world's top brands.
Job Description:
We are seeking an experienced Production Support Manager to join our team. This role will be responsible for managing software development and quality assurance teams, supporting e-commerce solutions, and ensuring seamless production operations.
Responsibilities:
* Develop relations with clients' stakeholders and outsourced service providers.
* Arrange, assign, adjust and monitor shifts to provide appropriate support coverage.
* Collaborate with management to improve and customize reports related to production support.
* Prioritize issues raised and resolve them accordingly.
* Coordinate escalation and resolution of major service issues.
* Report promptly to management and clients regarding critical outages until resolution.
* Manage offshore and nearshore, outsourced resources according to SLAs.
* Allocate resources to resolve problems/incidents.
* Manage the development of bug fixes and code in accordance with acceptance criteria established by clients.
Required Skills and Qualifications:
* Bachelor's Degree in Computer Science or similar IT-related fields.
* Business, management, and leadership skills.
* Customer service orientation, problem-solving skills, attention to detail, and proactivity.
* Six to ten years of experience supporting the production of mission-critical information systems.
* Experienced in managing software development and quality assuring teams.
* Experience supporting e-commerce solutions is a plus (experience with Adobe Magento is highly desirable).
* Experience with Agile methodologies.
* Able to understand, explain and present complex ideas to audiences at all levels persuasively.
* Ability to interpret and convey complex, difficult, or sensitive information.
* Ability to provide direction and mentor less experienced teammates.
* Familiarity with messaging systems and build tools like Git, Jenkins, and Jira.
* APIs and microservice architectures.
* Relational databases (SQL, stored procedures, data modeling).
* Application software coding and scripting.
* Telecommunication systems, standard IT hardware, and equipment.
* Fluent English is required.
Benefits:
* 100% remote position.
* Flexible working hours.
Others:
* Core values: Client Focus, Owning the Outcome, Adaptability, and Collaboration.
* Keywords: e-commerce, marketplace, support, remote job, manager, project, hiring, marketplaces, Magento.