Director of Production
Utilizing acquired skills and talents, Director of Production leads the AMI support team to deliver an enterprise class technical systems support while ensuring an exceptional customer experience with every interaction.Responsibilities: •Design and implementation of monitoring and notification tools to ensure proactive identification and reaction to any system failures, errors and issues to minimize and ultimately eliminate any customer impact. •Establishment and maintenance of formal support procedures covering monitoring, notifications, escalations and troubleshooting activities. •Development and maintenance of formal metrics reports covering number of issues, identification type (internal vs. external, proactive vs. reactive,) response and resolution times, magnitude of impact and other data points pertinent to production support. •Focus on continuous improvements to customer satisfaction by identifying gaps and driving changes in tools, training, processes, reporting and employee engagement. •Engage and motivate technical team to deliver exceptional support service. •Build strong relationships with internal departments to deliver timely resolutions to difficult customer issues and escalations. •Advocate to ensure technical issues are quickly resolved. Qualifications: •Bachelor*s degree in Computer Science, Engineering or related discipline. •7+ years of experience performing production support of software systems and minimum of 3 years leading and managing teams providing production support of complex software systems. •At least 5 years of hands-on software development experience of highly distributed and multi-tiered systems. •Minimum of 3 years’ experience in media and or related industry. •Strong skills in Java, c#, Ruby, C++, and Scala •Customer-first focused mindset. •Strong negotiation skills. •Ability to concurrently handle multiple systems. •Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts. •Diplomacy, tact and relationship building skills. •A desire for achieving excellence in customer satisfaction, process and product quality and reliability. Please be sure to include cover letter and salary requirements when responding to this job post.