What are the responsibilities and job description for the Head of Production Support position at Exiger?
The Production Support team enables our growth by ensuring that existing customers are happy and successful in their use of Exiger's solutions. This includes managing incidents, which involves tracking, documenting, and conducting root cause analysis to ensure we understand the underlying issues.
Key Responsibilities
We are looking for a Head of Production Support who will manage, develop, coach, and mentor Commercial and Government Support and Incident Management staff. They will work with multiple stakeholders across product management, software engineering, data science, infrastructure, security, business, innovation, and pre-sales functions within Exiger.
This individual must be able to collaborate effectively with cross-functional teams, manage multiple projects, and work in a fast-paced environment. They will also be responsible for:
- Collaborating with vendors and support teams to identify, triage, and resolve production incidents
- Escalating unresolved issues promptly and working closely with vendors and key stakeholders to achieve a desired resolution
- Overseeing the incident management process from issue onset to remediation
- Managing service level agreements to ensure timely resolution of incidents
- Conducting root cause analysis to identify underlying issues and prevent reoccurrence
About You
To be successful in this role, you will need:
- Previous experience supporting Government customers
- Experience in multi-channel technical support at a SaaS company (10 years of related experience)
- 5 years demonstrable Incident Manager experience
- Previous experience building, leading, and mentoring a team
- Experience using Salesforce ServiceCloud, Zendesk, Jira, Confluence, or similar software
Why Exiger?
We offer a range of benefits, including:
- Discretionary Time Off for all employees
- Industry-leading health, vision, and dental benefits
- Competitive compensation package
- 16 weeks of fully paid parental leave
- A flexible, hybrid approach to working from home and in the office
- A focus on wellness and employee health through stipends and dedicated wellness programming
Exiger is revolutionizing the way corporations, government agencies, and banks manage risk and compliance. Our award-winning AI technology platform, DDIQ, helps organizations anticipate and address evolving ESG, cyber, financial crime, third-party, and supply chain risk. We are committed to creating a more sustainable risk and compliance environment through our innovative approach to problem-solving.
