What are the responsibilities and job description for the Production/Application Support Manager position at K&K Global Talent Solutions INC.?
K&K Global Talent Solutions Inc is an International recruiting agency that has been providing technical resources in the USA region since 1993.
This position is with one of our clients in The USA, who is actively hiring candidates to expand their teams.
Role: Production/Application Support Manager
Employment type: Contract
Technology: IOS, Android, P1/P2
Location: Issaquah, WA
Job Description-
1. Cross-Platform Incident Coordination & Triage
* Act as the central point of contact (Incident Commander) for P1/P2 production incidents affecting iOS and Android apps.
* Lead triage calls with mobile engineers, backend teams, cloud infrastructure, and third-party vendor teams to pinpoint root causes rapidly.
* Coordinate emergency hotfix lifecycles across both platforms, including code patch approval, fast-track QA validation, and store submissions.
* Drive blameless Root Cause Analysis (RCA) meetings post-incident and track prevention action items through to completion.
2. Release Operations & App Store Governance
* Coordinate staged rollouts across Google Play Console and Apple App Store Connect, monitoring crash-free user rates and health metrics at each rollout percentage.
* Facilitate the go/no-go readiness reviews for bi-weekly/monthly mobile releases in alignment with Product, Engineering, and QA.
* Manage rollbacks, feature flag toggles (e.g., LaunchDarkly), and remote configuration updates during critical incidents.
3. Monitoring, SLA Management & Operational Health
* Establish and track key operational metrics (MTTD, MTTR, Crash-Free Session Rate, App Store Vitals, and API Latency).
* Maintain live dashboards in monitoring suites (e.g., Firebase Crashlytics, Datadog, New Relic, Splunk, Dynatrace).
* Ensure support documentation, runbooks, escalation matrices, and operational playbooks are up to date.
* Oversee Tier 2 support escalation queues in Jira / ServiceNow, ensuring SLAs are met across all incident severity levels.
4. Stakeholder Communication & Support Liaison
* Translate complex technical issues into clear business updates for executive leadership, product management, and support teams.
* Interface with Customer Operations and Social Media teams to monitor end-user sentiment, app store reviews, and incoming user complaints.
* Align mobile engineering priorities with support trends by analyzing recurring incident patterns and converting them into tech debt / bug backlog items.
Required Technical Skills:
* Mobile Ecosystem Understanding: solid grasp of both iOS (Swift, App Store Connect, TestFlight) and Android (Kotlin/Java, Google Play Console) development lifecycles and release processes.
* Observability & Monitoring: Experience using Firebase Crashlytics, Datadog, Splunk, Dynatrace, or New Relic to track app metrics and triage issues.
* Network & API Analysis: Fundamental understanding of RESTful APIs, JSON, microservices architecture, and network debugging tools (Charles Proxy, Postman).
* ITSM & Process Management: Proficiency with Jira, ServiceNow, Confluence, and ITIL practices (Incident, Problem, and Change Management).
* Feature Management: Familiarity with remote config tools and feature flag platforms (e.g., LaunchDarkly, Firebase Remote Config).
Preferred Qualifications:
* Bachelor"s Degree in Computer Science, Information Systems, or equivalent experience.
* ITIL v3/v4 Foundation certification.
* Background as an Android or iOS engineer prior to moving into technical support coordination / engineering operations.
* Experience managing distributed On-Call rotations and handovers across different time zones.
Soft Skills:
* Outstanding leadership, calm demeanor under pressure, and strong command of critical incident bridges.
* Clear and concise written/verbal communication skills tailored for technical and non-technical audiences.
* Strong negotiation and prioritization skills to balance production stability with feature delivery goals
Note: Applicants for employment in The USA should possess work authorization which does not require sponsorship by the employer for a visa