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Lisa Jones
Production Support Manager
Summary
A highly experienced Production Support Manager with over 10 years of experience managing production support teams and ensuring business continuity. Proven ability to collaborate with development teams to improve application performance and reliability, and to develop and implement proactive monitoring systems. Skilled in ITIL methodologies and in automating production support processes using scripting and automation tools. Excellent communication and interpersonal skills.
Education
Bachelor’s in Computer Science or a related field
December 2016
Skills
- Incident Management
- Production Support
- Change Management
- Problem Management
- Capacity Planning
- Performance Monitoring
Work Experience
Production Support Manager
- Led the implementation of a new ticketing system, reducing ticket resolution time by 25%.
- Automated production support processes using scripting and automation tools, freeing up engineers for more complex tasks.
- Developed and delivered training programs to upskill support engineers on new technologies and best practices.
- Established and maintained relationships with key vendors and partners, ensuring timely support and resolution of critical issues.
Production Support Manager
- Managed a team of 10 production support engineers, providing 24/7 support to ensure business continuity and minimize downtime.
- Collaborated with development teams to improve application performance and reliability, reducing production incidents by 30%.
- Developed and implemented a proactive monitoring system that identified and resolved potential issues before they impacted production.
- Utilized ITIL methodologies to standardize support processes and improve service delivery.
Accomplishments
- Streamlined production processes, reducing support tickets by 25% and improving system uptime by 10%
- Implemented a new monitoring system that improved incident detection and response time by 30%
- Led a team of engineers in the deployment of a new production environment, ensuring smooth transition and minimal downtime
- Developed and implemented a knowledge management system that decreased support engineer training time by 20%
- Collaborated with development teams to identify and resolve root causes of recurring production issues, reducing system outages by 40%
Awards
- IT Industry Excellence Award for Outstanding Production Support Management
- Recognized as Top 5% Production Support Managers in the Global IT Sector
- Company Innovation Award for Developing an Automated Incident Response System
- Industry Recognition for Excellence in Production Support Management Best Practices
Certificates
- ITIL Foundation Certification
- ITIL Service Management Certification
- Project Management Professional (PMP) Certification
- Certified Information Systems Specialist (CISSP) Certification
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How To Write Resume For Production Support Manager
- Quantify your accomplishments using specific metrics.
- Highlight your experience in managing and leading teams.
- Demonstrate your knowledge of ITIL methodologies and best practices.
- Showcase your skills in automating production support processes.
Essential Experience Highlights for a Strong Production Support Manager Resume
- Managed a team of 10 production support engineers, providing 24/7 support to ensure business continuity and minimize downtime.
- Collaborated with development teams to improve application performance and reliability, reducing production incidents by 30%.
- Developed and implemented a proactive monitoring system that identified and resolved potential issues before they impacted production.
- Utilized ITIL methodologies to standardize support processes and improve service delivery.
- Led the implementation of a new ticketing system, reducing ticket resolution time by 25%.
- Automated production support processes using scripting and automation tools, freeing up engineers for more complex tasks.
- Developed and delivered training programs to upskill support engineers on new technologies and best practices.
Frequently Asked Questions (FAQ’s) For Production Support Manager
What are the key responsibilities of a Production Support Manager?
The key responsibilities of a Production Support Manager include managing a team of production support engineers, collaborating with development teams, developing and implementing proactive monitoring systems, utilizing ITIL methodologies, and automating production support processes.
What skills are required to be a successful Production Support Manager?
The skills required to be a successful Production Support Manager include incident management, production support, change management, problem management, capacity planning, performance monitoring, and ITIL methodologies.
What is the career path for a Production Support Manager?
The career path for a Production Support Manager typically involves starting as a production support engineer and then moving up to a management role. With experience, Production Support Managers can move into senior management roles, such as Director of IT Operations or CIO.
What are the challenges of being a Production Support Manager?
The challenges of being a Production Support Manager include managing a team of engineers, ensuring business continuity, and minimizing downtime. Production Support Managers must also be able to collaborate with development teams and vendors, and to keep up with the latest technologies.
What are the benefits of being a Production Support Manager?
The benefits of being a Production Support Manager include a competitive salary, job security, and the opportunity to make a real impact on the success of an organization.