Production Support Technical Program Manager

American IT Systems is a rapidly growing staffing and recruitment firm specializing in providing comprehensive hiring solutions across the United States. With a focus on both technical and non-technical roles, the agency offers flexible staffing options, including contract, contract-to-hire, and permanent placements, to meet the diverse needs of its clients.

Job Summary:
We are seeking an experienced Production Support Technical Program Manager with a strong background in software development and customer facing roles. The ideal candidate will have extensive experience in managing application support, particularly in a 2nd line capacity, and will be proficient in Java, .Net, Mainframe, and various database technologies. This role requires a strategic thinker who can effectively communicate with clients and stakeholders while ensuring the smooth operation of production systems.

Responsibilities:
Lead and manage production support activities, ensuring timely resolution of incidents and service requests.
Act as the primary point of contact for customers, addressing their technical concerns and providing solutions.
Coordinate with development teams to facilitate application enhancements and bug fixes.
Monitor system performance and implement proactive measures to prevent issues.
Develop and maintain documentation related to production support processes and procedures.
Conduct root cause analysis for recurring issues and implement corrective actions.
Manage stakeholder expectations and communicate project status effectively.
Provide training and support to junior team members and new hires.
Participate in on call support rotation as needed.
Mandatory Skills:
Proven experience in application support, specifically in a 2nd line capacity.
Strong technical knowledge of Java, .Net, Mainframe, and database technologies.
Excellent customer facing skills with the ability to communicate complex technical concepts to non technical stakeholders.
Experience in incident management and problem resolution.
Strong analytical and troubleshooting skills.
Preferred Skills:
Familiarity with ITIL processes and best practices.
Experience with cloud technologies and DevOps practices.
Knowledge of Agile methodologies.
Experience in leading cross functional teams.