Production Specialist – Monitoring & Stability - Assistant Vice President

The Production Specialist – Monitoring & Stability role plays a critical role in ensuring the delivery and reliability of Information Technology (IT) services across the organization. This position involves leading a team, driving incident resolution, service improvement, and performance analytics, while collaborating with cross-functional teams.

Requirements

• Lead the U.S.-based Level 2 Monitoring & Stability team, ensuring effective incident and request management aligned with service level agreements
• Coordinate training and cross-functional collaboration to enhance team capabilities and product knowledge
• Oversee customer service delivery by monitoring incident queues and ensuring timely, considerate support
• Analyze issue trends and develop preventative solutions, including process improvements and automation opportunities
• Maintain compliance by following established guidelines and controls across all support processes
• Build and manage relationships with stakeholders including Site Reliability Engineering, product management, business users, and internal support teams

Benefits

• A diverse and inclusive environment that embraces change, innovation, and collaboration
• A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days
• Employee Resource Groups support an inclusive workplace for everyone and promote community engagement
• Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits
• Educational resources, matching gift and volunteer programs