Operational Lead for Production Support

Ladders; United States; Remote; USD 130,000 - 261,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vis

Paid time off

Retirement savings options

Wellness programs and other support

Job summary

Ladders is seeking an Operational Lead for Production Support to guide the health of our production support services in a remote, healthcare-focused environment. The role emphasizes incident response, service performance, and supplier coordination while partnering across technical and operational teams to improve reliability and accelerate resolution.

This highly visible position supports service delivery discipline and operational transformation, delivering blameless post-incident reviews and

Qualifications

• Minimum 5 years in technical production support.
• Minimum 5 years in incident and problem management.
• Minimum 5 years in vendor relations and coordination.
• At least 3 years in SLA frameworks and performance analytics.
• At least 3 years using ServiceNow, Jira, Splunk and Dynatrace.

Responsibilities

• Implement and monitor SLAs, KPIs, and service performance levels.
• Engage with incident response teams during major incident events.
• Oversee supplier performance to ensure high-quality service delivery.
• Ensure timely root cause resolution and effective knowledge management.
• Lead blameless post-incident reviews to drive learning and corrective actions.
• Drive operational transformation to improve efficiency and reliability.
• Provide oversight of incident management for rapid resolution and minimal impact.

Skills

Technical Production Support

Incident/Problem Management

Vendor Relations

SLA & Performance Analytics

ServiceNow/Jira/Splunk/Dynatrace

Tools

ServiceNow

Jira

Splunk

Dynatrace

Job description

For our client, we are seeking a Operational Lead for Production Support to join the team of a leader in the Healthcare space.

This role will guide the operational health of production support services, with a strong focus on incident response, service performance, and supplier coordination. The successful candidate will partner across technical and operational teams to improve reliability, accelerate resolution, and strengthen continuous learning. This is a highly visible position supporting service delivery discipline and operational transformation in a complex healthcare environment.

Location: Remote

Compensation: $130,295 – $260,590 annually

Responsibilities

• Implement and monitor SLAs, KPIs, and service performance levels
• Engage with incident response teams during major incident events
• Oversee supplier performance to ensure high-quality service delivery
• Ensure timely root cause resolution and effective knowledge management
• Lead blameless post-incident reviews to drive learning and corrective actions
• Drive operational transformation to improve efficiency and reliability
• Provide oversight of incident management for rapid resolution and minimal impact

Qualifications

• 5+ years in Technical Production Support
• 5+ years in incident/problem management
• 5+ years in vendor relations and coordination
• 3+ years in SLA frameworks and performance analytics
• 3+ years working with ServiceNow, Jira, Splunk, and Dynatrace

Benefits

• Comprehensive medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs and other support resources

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.