At a Glance
- Tasks: Lead a team to enhance production support and troubleshoot application issues.
- Company: Join Comply, a leader in compliance SaaS for global financial services.
- Benefits: Competitive salary, professional growth, and a dynamic work environment.
- Other info: Work from our York office and be part of an inclusive team.
- Why this job: Make a real impact by optimising production systems and mentoring a talented team.
- Qualifications: 6+ years in production support with leadership experience required.
The predicted salary is between 60000 - 80000 € per year.
Comply is the leading provider of compliance SaaS and consulting services for the global financial services sector. With more than 5,000 clients and hundreds of employees across the globe, Comply empowers Chief Compliance Officers and their teams to proactively manage regulatory obligations, mitigate risk, and scale with efficiency and confidence. Comply serves thousands of global financial services clients including broker‑dealers, insurers, investment banks, private funds, RIAs, and wealth managers who rely on Comply offerings to power their compliance programs.
We are seeking an experienced Production Support Manager to lead our production support operations. In this role, you will manage and mentor a team of support engineers, drive continuous improvements in our production systems, and champion the use of metrics and software development techniques to reduce Mean Time to Resolution (MTTR). You'll act as both a hands‑on technical leader and strategic operator, with a strong focus on application‑level troubleshooting, root‑cause analysis, and building a data‑driven, high‑performing team.
Responsibilities
- Team Leadership & Development: Lead, mentor, and develop a team of L2/L3 Production Support Engineers. Establish clear performance expectations, provide regular feedback, and create opportunities for technical and professional growth.
- Metrics‑Driven Operations: Define, track, and optimise key operational metrics including Mean Time to Resolution (MTTR), Mean Time Between Failures (MTBF), incident volume, and resolution accuracy. Use data insights to identify systemic issues, prioritise improvement efforts, and hold the team accountable to SLAs.
- Application Code Troubleshooting: Lead the diagnosis and resolution of application‑level issues using software development techniques and best practices (debugging, log analysis, profiling, code review). Act as an escalation point for complex application failures and perform hands‑on troubleshooting as required.
- Incident Management & Response: Establish and refine incident management processes. Lead critical incident resolution, coordinate cross‑functional response efforts, and conduct thorough post‑incident reviews to drive continuous learning and prevent recurrence.
- Root Cause Analysis: Champion rigorous RCA practices across the team. Drive a culture of investigation and accountability, moving from symptom resolution to identifying and addressing root causes of production issues.
- Process Improvement & Automation: Identify opportunities to streamline support workflows, reduce manual effort through automation, and eliminate toil. Build runbooks, playbooks, and knowledge bases that empower the team and reduce MTTR.
- Stakeholder Communication: Serve as the primary technical contact for internal and external stakeholders. Provide clear, timely communication on incidents, resolutions, and operational status. Prepare regular reports on team performance, incident trends, and operational metrics for senior management.
- Production Systems Oversight: Maintain oversight of production SaaS platforms, infrastructure stability, and system performance. Collaborate with development and infrastructure teams on architectural improvements and operational enhancements.
Skills and Qualifications
- Minimum 6+ years in production support, DevOps, or Site Reliability Engineering roles, with at least 3 years leading or mentoring technical teams.
- Proven experience troubleshooting application code issues using software development techniques: debuggers, profilers, log analysis, code review, and systematic problem‑solving methodologies.
- Demonstrated expertise building and scaling metrics‑driven teams.
- Evidence of implementing or improving MTTR, MTBF, or similar KPIs with measurable results.
- Strong background supporting SaaS/cloud‑native production systems in high‑availability, high‑traffic environments.
- Hands‑on experience with incident management frameworks (ITIL, blameless post‑mortems, RCA methodologies).
- Excellent communication skills: ability to distil technical complexity for non‑technical stakeholders and present data‑backed insights to leadership.
- Experience with containerised systems (Docker, Kubernetes) or cloud platforms (AWS, Azure, Google Cloud) is a plus.
- Familiarity with observability tools (Datadog, New Relic, Splunk, Prometheus/Grafana) and APM instrumentation is a plus.
- Background in software development or systems engineering (demonstrable coding ability in at least one language) is a plus.
- Formal leadership or management certification; Agile/Scrum experience is a plus.
- Located in or willing to work from the York, UK office.
Comply is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment. Applicants must be authorized to work for any employer in the United Kingdom. Currently, we are unable to sponsor or take over sponsorship of an employment Visa at this time.
Production Support Manager employer: COMPLY
Comply is an exceptional employer, offering a dynamic work environment in the heart of York, UK, where innovation meets collaboration. With a strong commitment to employee development, we provide ample opportunities for professional growth and mentorship, ensuring that our team members thrive in their careers. Our culture fosters continuous improvement and data-driven decision-making, making it an ideal place for those looking to make a meaningful impact in the compliance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Production Support Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to production support. We recommend doing mock interviews with friends or using online resources to get comfortable with articulating your experience and skills.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, be ready to discuss specific challenges you've faced in production support and how you tackled them. Use metrics to back up your success stories – numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at Comply.
We think you need these skills to ace Production Support Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in production support and team leadership. We want to see how your skills align with the role of Production Support Manager, so don’t hold back on showcasing your relevant achievements!
Show Off Your Metrics Skills:Since we’re all about metrics-driven operations, include specific examples of how you've improved MTTR or other KPIs in your previous roles. This will help us understand your impact and how you can contribute to our team's success.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to explain your technical expertise and experiences, especially around troubleshooting and incident management. We appreciate clarity!
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s the easiest way for us to track your application and get back to you quickly. Don’t miss out!
How to prepare for a job interview at COMPLY
✨Know Your Metrics
Familiarise yourself with key operational metrics like MTTR and MTBF. Be ready to discuss how you've used data to drive improvements in your previous roles. This shows you understand the importance of metrics-driven operations.
✨Showcase Your Troubleshooting Skills
Prepare examples of complex application-level issues you've resolved. Highlight your experience with debugging, log analysis, and root cause analysis. This will demonstrate your hands-on technical expertise and problem-solving abilities.
✨Emphasise Team Leadership
Be ready to talk about your experience in leading and mentoring teams. Share specific instances where you've established performance expectations or created growth opportunities for your team members. This will show your capability as a leader.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. You might need to distil complex information for non-technical stakeholders, so being able to communicate effectively is crucial. Prepare to discuss how you've done this in past roles.
