Analyze and resolve N2 support calls for AVITA's products while ensuring correct application functioning. Engage in functional validations and technical troubleshooting for issue resolution.
About the role
- Lead Production Support Analyst managing production support operations for Individual Solutions & WFG applications. Focus on availability, performance, and operational excellence in a hybrid work environment.
Responsibilities
- 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.
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
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Senior Manager leading global technical support for Call Recording & Analytics at Smarsh. Collaborating with teams to enhance customer assistance and service delivery.
Technical Analyst supporting ITV's Enterprise Architecture team to analyse and document architecture, workflows, and automation opportunities across technical systems. Collaborating with diverse stakeholders and ensuring alignment with architectural standards.
Manager of Engineering Technical Support overseeing product structure management and engineering change processes. Leading cross - functional teams and maintaining product data for industrial lift trucks at Hyster - Yale.
Technical Support Manager at ADI Centre of Excellence providing pre - and post - sales support for Fire & Security products. Driving team success and improving customer satisfaction and retention.
Technical Support Team Leader overseeing Support Consultants at Procentia. Focusing on Python troubleshooting and team development for efficient technical operations.
Technical Support Engineer ensuring exceptional support for B2B customers in cloud infrastructure and financial operations. Assist Ocean & Elastigroup customers integrating with Flexera One platform for unified cost optimization.
Technical Support Engineer providing technical support for semiconductor equipment in South Korea. Responsible for troubleshooting and guiding field engineers at customer sites.
Technical Support Agent supporting Key Management Infrastructure Help Desk for CACI. Collaborating with Department of Navy and resolving technical issues for client accounts.
IT Client Services role providing Tier 1 - 3 support for software, hardware, and meeting technology issues. Involvement in user education and asset management within an inclusive workplace.