Production Support Lead — Incident Commander & Operations

Synechron; Piscataway Township (NJ); Presencial; USD 110.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Annual leave

Parental leave

Commuter benefits

Udemy for Business

Training programs

Descripción de la vacante

Synechron in New Jersey is seeking a Production Support Lead / Coordinator to oversee end-to-end production support operations, ensure system stability, maintain SLA adherence, and manage critical month-end and quarter-end cycles.

As the primary incident commander, you will coordinate cross-functional teams, drive problem management and continuous improvement, govern changes and releases, and report on operational performance to executives.

Formación

• 6–10+ years of experience in production support, application support, or IT operations.
• Proven experience leading incident management and cross-team coordination.
• Strong working knowledge of the ITIL framework covering Incident, Problem, Change, and Release Management.

Responsabilidades

• Lead end-to-end production support operations and ensure system stability and SLA adherence.
• Manage critical business cycles, including month-end and quarter-end activities.
• Act as the primary incident commander for major incident triage, escalation, communication, and resolution using ITIL best practices.
• Coordinate across business teams, L2/L3 support, engineering teams, and vendors.
• Own problem management, root cause analysis, automation, and monitoring improvements.
• Govern change and release activities, including production readiness, risk mitigation, and transition from project delivery to operations.
• Track and report KPIs, including MTTR, SLA compliance, incident trends, and system health.
• Provide clear and timely updates to stakeholders and executive leadership.

Conocimientos

Production support

Incident management

ITIL framework

Cross-team coordination

Monitoring & automation

Change & release management

Stakeholder management

Communication

Herramientas

ITIL tools

Descripción del empleo

Synechron in New Jersey is seeking a Production Support Lead / Coordinator to oversee end-to-end production support operations, ensure system stability, maintain SLA adherence, and manage critical month-end and quarter-end cycles.

As the primary incident commander, you will coordinate cross-functional teams, drive problem management and continuous improvement, govern changes and releases, and report on operational performance to executives.