Production Support Engineering Manager

LexisNexis; Johannesburg; On-site; ZAR 800 000 - 1 200 000; Full time

Job summary

A leading global information provider in Johannesburg is seeking a Production Support Manager to lead a team ensuring system reliability and operational excellence. The ideal candidate will have over 10 years of experience in production support and a strong background in leadership. This role includes responsibilities for managing incidents, driving quality, and fostering team collaboration within a dynamic working environment. Comprehensive benefits and flexible work arrangements are offered.

Benefits

Medical Aid

Retirement Plan

Modern family benefits

Study Leave

Qualifications

• 10+ years of production support or software engineering experience, including 2+ years in leadership.
• Proven record of managing global or distributed technical teams.
• Experience with monitoring and observability tools.

Responsibilities

• Lead and mentor a global team ensuring timely recovery from outages.
• Oversee production-level escalations and drive continuous feedback loops.
• Partner with SRE and Release Management for process enhancements.

Skills

Production support leadership

Incident and bug management

Root-cause analysis

System operations

ITIL and DevOps frameworks

Education

Bachelor’s degree in Computer Science or related field

Tools

Datadog

Coralogix

Splunk

Grafana

Job description

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long‑time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi‑model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.

About the Role

The Production Support Manager leads a global team responsible for maintaining, stabilizing, and continuously improving mission‑critical software systems in production. This role ensures system reliability, quick resolution of bugs and incidents, and operational excellence through disciplined process management and strong technical leadership.

The manager functions as the bridge between production support engineering and support — overseeing escalations, post‑release maintenance, and continuous improvement initiatives to sustain optimal product performance and customer satisfaction.

They are accountable for driving product and service quality, incident prevention, and timely bug and incident resolution, while fostering collaboration and technical excellence across distributed teams.

Responsibilities

• Lead and mentor a global production support team responsible for sustaining live products across time zones.
• Oversee all production‑level escalations, ensuring timely recovery from outages and high‑severity issues/bugs.
• Lead root‑cause investigations and ensure actionable follow‑ups are implemented.
• Ensure production environments are fully supported, monitored, and compliant with deployment readiness standards.
• Partner with SRE and Release Management to enhance scalability, resilience, and release automation.
• Drive continuous feedback loops between customer‑facing teams and development to identify recurring issues and systemic improvements.
• In partnership with QE develop effective testing practices. Support use of automated test framework.
• Improve uptime and service reliability.
• Consistent delivery of stable maintenance releases and enhancements.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, or a related technical field.
• 10+ years of experience in production support, software engineering, or system operations, including 2+ years in a leadership role.
• Proven record of managing global or distributed technical teams, ideally in a 24/7 production environment.
• Strong understanding of incident and bug management, root‑cause analysis (RCA), system dependencies, and post‑deployment stabilization.
• Ability to balance strategic leadership with hands‑on technical engagement in resolving high‑impact production issues.
• Familiarity with ITIL and DevOps‑based operational frameworks.
• Experience with monitoring and observability tools (Datadog, Coralogix, Splunk, Grafana).

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long‑term goals.

Working flexible hours – flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

Working for you

We know that your well‑being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Medical Aid
• Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
• Modern family benefits, including adoption and surrogacy
• Study Leave

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision‑making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1‑855‑833‑5120.

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We are an equal‑opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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