Production Support Lead: Incident & Service Reliability

Ladders

United States

Remote

USD 130,000 - 261,000

Full time

13 hours ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

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.