Manager, Production Support
About The Position
The Manager, Production Support leads Appian’s global follow-the-sun support operations for its enterprise software platform and mission-critical business applications. The role oversees support teams across the United States, India, and Australia, ensuring seamless 24/7/365 coverage, effective operational handoffs, and strong team performance. The manager defines support standards, optimizes SLAs and OLAs, and serves as the primary escalation point for critical outages. The position drives AI-powered operational excellence by implementing AIOps strategies, predictive monitoring, incident automation, and proactive approaches to platform stability and resilience. It also provides deep-tier troubleshooting for Appian platform, database, integration, and connectivity issues; partners with Engineering, Product, and Business Technology on root-cause analysis and problem management; and establishes playbooks, knowledge systems, training, and scalable ITSM processes. The role plans and executes system upgrades, feature enhancements, security patches, and infrastructure maintenance while minimizing business disruption. This is an on-site position at Appian Headquarters in McLean, Virginia. Appian describes its culture as collaborative and focused on intensity, excellence, accountability, and accomplishing challenging work together. The company offers training and development resources, mentorship, leadership development, employee affinity groups, and a comprehensive benefits package. Benefits listed include a 401(k) with company match, flexible time off, paid parental leave, medical, dental and vision plans, life and disability insurance, wellness programs, flexible spending accounts, health savings account contributions, an employee referral bonus, learning and development resources, and potential equity awards. Other benefits mentioned include an Employee Assistance Program, Employee Stock Purchase Program, tuition reimbursement, and family-forming benefits; offerings vary by country and position.
Requirements
- Bachelor’s degree or higher in Computer Science, Information Systems, or a related STEM field.
- At least 5 years of experience in enterprise production support, application operations, or SaaS platform reliability engineering, with progressive leadership responsibility.
- Deep expertise in Appian Platform Architecture, including application design, performance optimization, and enterprise deployment models.
- Advanced proficiency in SQL/PostgreSQL database administration, query optimization, and troubleshooting.
- Experience managing complex integrations using REST APIs, OAuth/SAML authentication protocols, and enterprise systems such as Salesforce and NetSuite.
- Demonstrated application of ITSM frameworks for incident management, problem management, and change control in enterprise environments.
- Fluency in AI and LLMs, including strategic development of AI-powered platform capabilities and hands-on use of AI tools to accelerate daily workflows.
- Hands-on experience implementing AI-driven monitoring solutions, automated alerting systems, and operational automation tools.
Nice To Haves
- Appian Lead Developer or Senior Developer Certification.
- Experience implementing or managing AIOps platforms for predictive analytics, anomaly detection, and intelligent incident response.
- Background in enterprise SaaS support operations with 24/7 global coverage models and follow-the-sun team structures.
- Experience managing distributed technical teams across multiple time zones, with coaching and talent-development capabilities.
- Experience with enterprise platforms such as Salesforce.
Responsibilities
- Lead and scale follow-the-sun support operations across the United States, India, and Australia, ensuring 24/7 coverage and effective handoffs.
- Develop team performance metrics and drive continuous improvement.
- Implement AI-driven monitoring and automation strategies to support predictive incident detection, automated remediation, and fewer escalations.
- Perform deep-tier troubleshooting for complex Appian platform, SQL database, enterprise integration, and REST API issues.
- Partner with Engineering, Product, and Business Technology stakeholders on root-cause analysis, problem management, and proactive system improvements.
- Establish incident-response playbooks, knowledge-management systems, and training programs.
- Optimize enterprise application support processes using data-driven insights, automation tools, and ITSM frameworks.
- Plan and execute system upgrades, feature enhancements, security patches, and infrastructure maintenance while minimizing business disruption.
- Serve as the primary escalation point for critical system outages.
- Define support standards and optimize SLAs and OLAs.
Benefits
- 401(k) plan with company match.
- Flexible time off.
- Paid parental leave.
- Medical, dental, and vision plans.
- Life insurance and disability insurance.
- Wellness programs and wellness dollars.
- Flexible spending accounts.
- Health savings account contributions.
- Employee referral bonus program.
- Learning and development resources, including training, mentorship, and leadership development.
- Potential equity awards for eligible positions.
- Employee Assistance Program with free mental health support.
- Employee Stock Purchase Program.
- Tuition reimbursement.
- Family-forming benefits.
- Employee affinity groups.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
