Production Support Manager -DigiOps

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The Production Support Manager – Digital Operations

Role Overview

The Production Support Manager – Digital Operations is responsible for ensuring the stability, reliability, and performance of data platforms and digital solutions built on Azure, Databricks, and modern data engineering frameworks. This role combines production support leadership, data engineering expertise, and stakeholder management, with strong focus on data quality, governance, and operational excellence.

Key Responsibilities

Production Support & Operations Management

• Lead end-to-end production support for Azure-based data platforms ensuring high availability and reliability
• Manage incident, problem, and change management processes in alignment with ITIL practices
• Drive root cause analysis (RCA) and implement preventive measures for recurring issues
• Define and monitor SLAs, KPIs, and operational metrics for production systems
• Ensure 24x7 support readiness, including on-call governance and escalation handling

Azure Data Engineering & Platform Management

• Oversee data pipelines and workflows developed using Azure services (ADF, ADLS, Synapse, Databricks)
• Ensure optimal performance and maintenance of Databricks workloads and Spark jobs
• Collaborate with engineering teams for deployment, release management, and enhancements
• Monitor data platform health, usage, and cost optimization

Data Quality & Governance

• Establish and enforce data quality frameworks, rules, and validation processes
• Ensure adherence to data governance policies, standards, and compliance requirements
• Collaborate with data stewards and business teams to maintain data lineage, cataloging, and metadata management
• Implement controls for data accuracy, completeness, consistency, and timeliness

Client Communication & Stakeholder Management

• Act as the primary point of contact for clients on production-related activities
• Provide regular status updates, incident reports, and service reviews to stakeholders
• Drive governance forums including weekly/monthly operational reviews (WOR/MOR)
• Manage expectations and escalations across business, technical, and leadership stakeholders

Continuous Improvement & Automation

• Identify and drive automation opportunities in monitoring, alerting, and resolution workflows
• Implement proactive monitoring and observability frameworks
• Improve operational efficiency through process optimization and tooling enhancements
• Promote adoption of best practices in DevOps, DataOps, and MLOps

Required Skills & Qualifications

Technical Skills

• Strong experience in Azure Data Engineering ecosystem (ADF, ADLS, Synapse, Azure SQL)
• Hands-on expertise in Databricks (PySpark, Spark optimization)
• Advanced proficiency in SQL for data analysis and troubleshooting
• Experience with data pipeline orchestration and workflow management
• Familiarity with monitoring tools and frameworks (Azure Monitor, Log Analytics, etc.)

Data Governance & Quality

• Experience in implementing data quality frameworks and validation checks
• Understanding of data governance, metadata management, and compliance standards
• Exposure to tools/processes related to data cataloging and lineage tracking

Operations & Support

• Strong knowledge of ITIL processes (Incident, Problem, Change Management)
• Proven experience managing production environments and critical issue resolution
• Ability to lead support teams and manage escalation matrices

Soft Skills

• Excellent client communication and stakeholder management skills
• Strong analytical, problem-solving, and decision-making abilities
• Ability to work in high-pressure environments and manage multiple priorities
• Leadership experience in cross-functional global teams

Experience & Education

• 10+ years of experience in Data Engineering / Production Support / Digital Operations
• 3+ years in leadership or managerial role
• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field

Preferred Qualifications

• Certifications in Microsoft Azure (Data Engineer Associate / Solutions Architect)
• Experience in Healthcare / Life Sciences domain (good to have)
• Exposure to DevOps tools (Azure DevOps, CI/CD pipelines)

Pay:

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Fractal, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: $150,000 - $185,000. In addition, you may be eligible for a discretionary bonus for the current performance period.

Benefits:

As a full-time employee of the company or as an hourly employee working more than 30 hours per week, you will be eligible to participate in the health, dental, vision, life insurance, and disability plans in accordance with the plan documents, which may be amended from time to time. You will be eligible for benefits on the first day of employment with the Company. In addition, you are eligible to participate in the Company 401(k) Plan after 30 days of employment, in accordance with the applicable plan terms. The Company provides for 11 paid holidays and 12 weeks of Parental Leave. We also follow a “free time” PTO policy, allowing you the flexibility to take time needed for either sick time or vacation.

Fractal provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Hiring Related Queries

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