Production Operations Lead - Incident & Reliability

Compunnel, Inc.; Worcester, Northern (MA, KY); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Compunnel, Inc. is seeking an Program Manager to lead production support across multiple applications and platforms from Worcester, MA.

You will own incident management, SLA governance, security risk mitigation, and cross-functional collaboration with internal teams and third-party vendors. The role emphasizes end-to-end coordination, operational dashboards, and executive communications to drive system stability and continuous improvement.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related field.
• 8+ years of experience in IT Program Management, Service Delivery, Production Support, or Operations Management.
• Proven experience with Incident Management, Problem Management, and Change Management processes.
• 8+ years of experience managing multiple cross-functional teams and vendors.
• Strong understanding of application support, cloud platforms, infrastructure, and software development lifecycles.
• 8+ years of experience with operational dashboards, KPI reporting, and executive communications.
• Excellent stakeholder management and client-facing communication skills.

Responsibilities

• Lead production support operations across multiple applications and services.
• Establish and manage incident management processes for triage, escalation, resolution, and communication.
• Drive Major Incident Management activities and coordinate war room sessions during outages.
• Conduct Root Cause Analysis reviews and track corrective actions.
• Monitor incident trends and reduce recurring issues.
• Define and govern operational SLAs, OLAs, and KPIs.
• Track performance and drive remediation for SLA breaches.
• Develop service improvement plans to enhance customer satisfaction and efficiency.
• Provide regular SLA reports to leadership and clients.
• Establish governance for technical debt and remediation roadmaps with engineering.
• Coordinate vulnerability assessment, remediation, and compliance activities.
• Support compliance, audit readiness, and risk mitigation with cybersecurity teams.
• Define dashboards and executive-level reporting; present insights to leadership.
• Lead post-incident reviews and share lessons learned.
• Foster accountability and continuous improvement across distributed teams.

Skills

Incident Management

Problem Management

Change Management

Vendor Management

Stakeholder Management

Executive Communications

Cross-functional Leadership

ITIL Framework

Education

Bachelor's degree in Computer Science or related field

Information Technology or Engineering background

Business degree related field

Tools

ServiceNow

AppDynamics

Job description

Compunnel, Inc. is seeking an Program Manager to lead production support across multiple applications and platforms from Worcester, MA.

You will own incident management, SLA governance, security risk mitigation, and cross-functional collaboration with internal teams and third-party vendors. The role emphasizes end-to-end coordination, operational dashboards, and executive communications to drive system stability and continuous improvement.