Production Support Manager (SaaS)

TL;DR

Production Support Manager (SaaS): Leading production support operations for a global financial compliance platform with an accent on reducing MTTR and improving system stability. Focus on application-level troubleshooting, scaling metrics-driven teams, and implementing rigorous root cause analysis.

Location: Must be located in or willing to work from the York, UK office. Must be authorized to work in the UK without visa sponsorship.

Company

hirify.global is the leading provider of compliance SaaS and consulting services for the global financial services sector.

What you will do

• Lead, mentor, and develop a team of L2/L3 Production Support Engineers.
• Optimize key operational metrics such as MTTR and MTBF to ensure SLA compliance.
• Diagnose and resolve complex application-level failures using debugging, profiling, and code review.
• Manage critical incidents, coordinate cross-functional responses, and lead post-incident reviews.
• Drive a culture of rigorous Root Cause Analysis (RCA) to prevent recurring issues.
• Automate support workflows and build comprehensive runbooks to reduce manual toil.

Requirements

• 6+ years in production support, DevOps, or Site Reliability Engineering.
• 3+ years of experience leading or mentoring technical teams.
• Proven ability to troubleshoot application code using software development techniques.
• Experience supporting high-availability, cloud-native SaaS environments.
• Expertise in incident management frameworks like ITIL and blameless post-mortems.
• Authorized to work in the UK without visa sponsorship.

Nice to have

• Experience with Docker, Kubernetes, and cloud platforms (AWS, Azure, or GCP).
• Familiarity with observability tools like Datadog, New Relic, Splunk, or Prometheus.
• Background in software development with demonstrable coding ability.
• Agile/Scrum experience or formal leadership certifications.

Culture & Benefits

• Opportunity to work with a global leader in financial compliance SaaS.
• Focus on a data-driven, high-performing team culture.
• Collaborative environment working across development and infrastructure teams.
• Equal Opportunity Employer.