Lead Production Support Analyst

Role Overview

• Lead day-to-day production support operations for Individual Solutions & WFG applications/services, ensuring high availability, performance, and stability.
• Act as the accountable owner for the production support operating model, including L1/L2/L3 routing, on-call rotations, escalation paths, and SLAs/SLOs.
• Oversee and coach a vendor/contractor support team, ensuring quality execution, clear accountability, and consistent outcomes across shifts/time zones.
• Own application onboarding into production support: ensure runbooks, SOPs, architecture diagrams, support metrics, monitoring/alerting, access, and DR/backup readiness are complete and current.
• Establish operational readiness standards across logging, monitoring, access controls, backup, disaster recovery, and maintenance windows.
• Manage vendor performance (tickets, SLAs, MTTR, quality of RCAs, repeat incidents, documentation hygiene) and drive continuous service improvement.
• Serve as the primary escalation point for high-severity incidents; lead war rooms/bridge calls and drive timely resolution with strong communication.
• Drive problem management: identify patterns and recurring issues using incident history, logs, and metrics; reduce repeat incidents through permanent fixes.
• Improve detection and response through dashboards, health checks, distributed tracing/APM, synthetic monitoring, and log correlation.
• Proactively identify opportunities for automation (self-healing, auto-remediation, runbook automation, standardized scripts) that reduce toil and improve MTTR.

Requirements

• 8+ years in production support, IT operations, cloud operations, or SRE/Platform operations, with 3+ years in a lead role (team lead, service owner, or vendor lead).
• Strong knowledge of ITSM/ITIL practices and hands-on experience with ServiceNow (Inc/Prob/Chg; Event Mgmt preferred).
• Demonstrated ability to lead high-severity incident response, drive cross-functional execution, and ensure disciplined RCA/PIR completion.
• Proven experience managing vendor/contractor teams, including performance management through KPIs, governance routines, and continuous improvement plans.
• Technical fluency across applications, infrastructure, cloud, and database layers, able to guide triage and validate solutions.
• Strong documentation skills: runbooks, SOPs, support models, escalation procedures, and operational readiness checklists.
• Excellent communication skills able to translate complex technical events into business impact and executive-ready updates.

Tech Stack

• Cloud
• ITSM
• ServiceNow

Benefits

• Competitive Pay
• Bonus for Eligible Employees
• Benefits Package
• Pension Plan
• 401k Match
• Employee Stock Purchase Plan
• Tuition Reimbursement
• Disability Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employee Discounts
• Career Training & Development Opportunities
• Health and Work/Life Balance Benefits
• Paid Time Off starting at 160 hours annually for employees in their first year of service.
• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
• Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
• Adoption Assistance
• Employee Assistance Program
• Back-Up Care Program
• PTO for Volunteer Hours
• Employee Matching Gifts Program
• Employee Resource Groups
• Inclusion and Diversity Programs
• Employee Recognition Program
• Referral Bonus Programs