Senior Production Support Manager

Charles Schwab; Southlake (TX); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

401(k) with company match

Employee stock purchase plan

Paid time off (vacation)

Parental leave

Tuition reimbursement

Health, dental, and vision insurance

Job summary

Charles Schwab in Southlake, TX, seeks a Senior Manager in WAS Technology Operations to lead a team responsible for reliability, stability, and operational readiness of enterprise applications. The role focuses on incident response, release readiness, and continuous improvement, with collaboration across US and India delivery teams, engineering, product and business stakeholders.

You’ll apply strong technical leadership, problem solving, and data-driven decision making to reduce recurring issues

Qualifications

• 10+ years in technology operations or equivalent
• 5+ years of people leadership experience
• Experience with incident response and continuous improvement
• Experience with change management and release planning
• Strong problem solving using logs and metrics
• Experience collaborating with multiple teams and leadership
• Bachelor’s degree in a technical field or 10+ years of practical experience
• Experience in financial services or regulated environment

Responsibilities

• Lead teams responsible for reliability, stability, and operational readiness of enterprise applications
• Direct incident response, service restoration, escalation, and post-release validation
• Coordinate releases, change communications, and release readiness activities
• Collaborate with US and India delivery teams, engineering, product, and business stakeholders
• Use logs, metrics, dashboards, and trends to identify risks and improve reliability

Skills

People leadership

Incident response

Root cause analysis

Release management

Problem solving

Cross-functional collaboration

Communication

Change management

SRE/production support

Education

Bachelor’s degree in CS/engineering/IS

Master’s degree in related field

Tools

ServiceNow

Jira

Splunk

AppDynamics

Dynatrace

Grafana

Control-M

Job description

Your opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us challenge the status quo and transform the finance industry together. We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

Advisor Wealth and Asset Technology (AWAT), part of Schwab Technology Services (STS), supports the Wealth & Advice Solutions (WAS) organization. As a Senior Manager in WAS Technology Operations, you will lead a team supporting Schwab advisors while advancing future capabilities through AI and cloud adoption. In this technology operations leadership role, you will lead teams responsible for the reliability, stability, and operational readiness of enterprise applications and platforms. You will guide incident response, service restoration, release readiness, and continuous improvement while making informed decisions that strengthen service performance and reduce recurring issues.

Success will require strong technical leadership, problem solving, and adaptability as you use operational data, logs, metrics, and monitoring insights to identify risks and improve reliability. You will collaborate across US and India delivery teams, engineering, product, business stakeholders, and senior leaders to align priorities, communicate operational health, and coordinate releases and escalations. Through effective leadership and partnership, you will develop team capability, strengthen operational practices, and help deliver resilient technology services.

What you have

Required Qualifications:

• 10+ years of experience in technology operations, production support, platform support, application support, DevOps, site reliability engineering, or enterprise technology environments, including 5+ years of people leadership experience
• Proven Leadership of support operations involving incident response, service restoration, escalation, operational readiness, and continuous improvement
• Demonstrated Technical Leadership across production support processes, including ticket prioritization, root cause analysis, problem management, service-level performance, and recurring issue prevention
• Strong Change Management experience supporting deployment planning, change coordination, release communications, rollback planning, and post-release validation
• Strong Problem Solving skills using logs, metrics, alerts, dashboards, and operational trends to diagnose issues and improve reliability
• Demonstrated Cross-Functional Collaboration with engineering, product, business, technology delivery, and senior leadership teams
• Strong Communication skills for operational updates, incident summaries, release communications, executive briefings, and reporting
• Bachelor’s degree in computer science, engineering, information systems, or a related technical field, or equivalent practical experience with 10+ years of experience; or master’s degree with 7+ years of experience
• Experience supporting technology within financial services, trading, wealth management, or another highly regulated enterprise environment

• Preferred Qualifications:
• Experience applying Process Improvement to reduce recurring issues, strengthen operational controls, improve service reliability, and automate manual support activities
• Experience with DevOps, continuous integration/continuous delivery pipelines, GitHub, and release automation
• Experience with Cloud Services Management, including Google Cloud Platform, AWS, or Microsoft Azure environments, and Kubernetes
• Experience using ServiceNow, Jira, Splunk, AppDynamics, Dynatrace, Grafana, Control-M, or similar operational support and monitoring technologies
• Experience with Metrics Analysis to evaluate incident trends, service‑level performance, detection and restoration times, release health, and change success
• Experience with Knowledge Management, including runbooks, support procedures, escalation paths, readiness checklists, and knowledge articles
• Familiarity with ITIL practices and Agile, Kanban, Scrum, or similar delivery frameworks
• Relevant ITIL, Google Cloud, AWS, Microsoft Azure, Scrum, PMP, or other technology operations, cloud, or project management certifications

In addition to the salary range, this role is eligible for bonus or incentive opportunities.

What’s in it for you

At Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration—so you can build the skills to make a lasting impact. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.

We offer a competitive benefits package that takes care of the whole you – both today and in the future:

• 401(k) with company match and Employee stock purchase plan
• Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance