At a Glance
- Tasks: Lead a team to enhance production support and resolve application issues.
- Company: Join Comply, a leader in compliance SaaS for global financial services.
- Benefits: Competitive salary, professional growth, and a supportive work environment.
- Other info: Dynamic role with opportunities for innovation and career advancement.
- 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.
Who Are We: 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.
The Role: 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 containerized 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.
Production Support Manager in York employer: COMPLY
Comply is an exceptional employer, offering a dynamic work environment in York, UK, where innovation and collaboration thrive. Employees benefit from a strong focus on professional development, with opportunities for mentorship and growth within a metrics-driven culture that values continuous improvement. With a commitment to employee well-being and a diverse, inclusive workplace, Comply empowers its team to make a meaningful impact in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Production Support Manager in York
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage with professionals on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to production support. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills effectively.
✨Tip Number 3
Showcase your technical chops! Be ready to discuss specific tools and methodologies you've used in past roles. Highlight your experience with metrics-driven operations and how you've improved MTTR or MTBF in previous positions.
✨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 in York
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Production Support Manager role. Highlight your experience in production support, team leadership, and metrics-driven operations to show us you’re the perfect fit!
Showcase Your Technical Skills:Don’t hold back on detailing your technical expertise! We want to see your hands-on experience with application troubleshooting, incident management, and any relevant tools or frameworks you've used. This is your chance to shine!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and achievements. We appreciate a well-structured application!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to explore more about our company culture while you’re at it!
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 prepared to talk about your experience 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 during the interview. Clear communication is key, so think of examples where you've successfully done this in the past.
