Manager, Production Support & Service Reliability

Accordion•Boston, MA

21h•Hybrid

About The Position

The Manager of Production Support & Service Reliability owns the production support operating model, incident management, service levels, release-watch support, escalation governance, and overall live-service quality across pods. This impactful role is critical in ensuring Production Support is proactive, disciplined, and tightly connected to Engineering, Product, QA, and business stakeholders. This position will ideally be based in one of our US offices and is a hybrid role with the flexibility to work remotely 2 days per week (also eligible for remote candidates). This position is not eligible for immigration sponsorship.

Requirements

8+ years of production support, application support, service reliability, or engineering operations experience, including team leadership
Strong knowledge of incident management, service operations, support processes, release support, and escalation discipline – you are a builder of reliable operating processes, not just a responder to tickets
Experience working closely with engineering and product teams in modern software delivery environments – you are structured, pragmatic, and highly credible across teams
Ability to communicate clearly with both technical and business stakeholders during high-pressure situations – you are calm under pressure and comfortable making judgment calls with incomplete information
Comfort operating in finance-sensitive, workflow-heavy, or business-critical application environments
Consistent commitment to trust, transparency, and quality
Bachelor's degree preferred

Nice To Haves

Excited to be part of a growing team, with a focus on driving future growth
Passionate about delivering exceptional client service
Knowledgeable about the relationship between Private Equity sponsors and their portfolio companies, particularly within the office of the CFO
Willing to get your hands dirty in the details of a project while simultaneously seeing the whole picture
Comfortable managing projects with multiple complex workstreams while also focused on your single workstream (you are managing and doing)
A self-starter with a strong work ethic
Full of entrepreneurial spirit and comfortable in a fluid, flat organization
Able to effectively communicate complex issues and solutions, and raise issues to senior team members when necessary
A team player, able to work with team members across all levels
Someone who enjoys mentoring others and doing meaningful work
A leader of others; you lead by example

Responsibilities

Define the production support operating model, incident lifecycle, severity framework, and support expectations across pods
Establish service levels, escalation paths, release-watch routines, and communication standards for production issues
Create visibility into live-service health, incident trends, and recurring support risks
Lead production support engineers and AI operations analysts as the team continues to grow
Build repeatable support routines, runbook discipline, and issue triage practices that scale across products and workflows
Partner with Product, Engineering, and QA to improve supportability and reduce recurring production issues
Own incident governance for material issues, including severity calls, stakeholder updates, escalation management, and stabilization plans
Ensure business and technical stakeholders have clear visibility into impact, next steps, and resolution progress
Drive post-incident review practices that improve resilience and reduce repeat failures
Ensure finance-sensitive workflows receive the right level of production support, issue classification, and escalation handling
Oversee support patterns for AI-enabled workflows, including degraded outputs, fallback scenarios, trust issues, and human-review triggers
Work with business and technical teams to distinguish software defects from data, process, training, or model-behavior issues