Manager, Production Support

The Production Support Manager is responsible for the stability, reliability, and support of enterprise data platforms and production data assets. This role leads production support activities, coordinates incident resolution, drives root cause analysis, and partners with engineering, infrastructure, architecture, and business teams to improve operational performance and data reliability.

Key Responsibilities

• Lead production support for enterprise data platforms, pipelines, and critical data assets.
• Manage and mentor onshore, nearshore, and offshore support resources as applicable.
• Coordinate incident triage, escalation, resolution, and stakeholder communication.
• Lead root cause analysis and ensure corrective and preventive actions are completed.
• Monitor production pipelines, batch processes, data quality, and platform performance.
• Track operational metrics including incidents, SLA performance, recurring issues, and resolution times.
• Maintain monitoring, alerting, runbooks, support documentation, and escalation procedures.
• Partner with engineering teams to improve reliability, resiliency, automation, and supportability.
• Ensure operational readiness for new or modified solutions transitioning into production.
• Support data platforms using services such as Informatica, Tableau, Alteryx, Airflow, S3, Glue, Lambda, Redshift, Athena, and CloudWatch.
• Participate in change management and after-hours escalation for critical incidents as needed.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience.
• HS Diploma or GED from Accredited Institution
• 5+ years of experience in data engineering, production support, BI/data platforms, systems analysis, or related technical roles.
• 2+ years of experience leading production support, engineering, or technical teams.
• Experience with incident management, root cause analysis, and production troubleshooting.
• Working knowledge of AWS data services and modern ETL/ELT concepts.
• Strong SQL, data analysis, and troubleshooting skills.
• Strong communication and stakeholder management skills.

Preferred Qualifications

• Experience in healthcare insurance, claims, provider, or regulatory reporting data.
• Familiarity with ITIL incident, problem, and change management practices.
• Experience with monitoring tools such as CloudWatch, Splunk, Datadog, or Dynatrace.
• Experience with data quality, lineage, governance, and operational automation.
• AWS, ITIL, PMP, or related certifications are a plus.

Compliance and Regulatory Responsibilities: N/A

License/Certification: N/A

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $134,600 - $194,480
• All Other Locations (within approved locations): $119,600 - $177,905

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

• The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.