Senior Manager of IT Production Support
Company: Face Reality Skincare
Location: Danville
Posted on: May 4, 2024
Job Description:
Senior Manager of IT Production Support
Face Reality Skincare was created with one goal: to give people
clear skin and confidence. With over 50 million people managing the
physical and emotional toll of acne, we made it our mission to
develop an effective way to achieve clear skin through adaptive,
expert guidance by trained estheticians and premium formulas that
use only tested, safe ingredients. We are dedicated to giving not
just real results but celebrating people and their skin at every
part of their journey.
Our Core Values
Integrity, Inclusive, Collaborative, Adaptive, Accessible
Our supportive business model ensures that everyone has a clear
path to success and growth. We foster an inclusive space in which
people are valued for who they are and are encouraged to
collaborate to see goals fully realized. Fostering an open, honest
culture gives us the opportunity to achieve greater trust
internally and externally. Remaining flexible and adaptive allows
us to remain responsive to the ever-changing world. Doing right,
even if it is difficult, is of the utmost importance.
Senior Manager of IT Production Support
This position is responsible for owning production issues and
implementing processes to triage, troubleshoot, audit, document,
escalate, and communicate issues and their solutions. This position
reports to the Senior Director of IT and will work with
cross-functional partners to evaluate system functionality and
ensure smooth operations of all IT systems. The role requires a
service minded and highly motivated problem solver with attention
to detail. Currently, this position has one direct report. This is
a hybrid position where you will work on-site in Danville
Tuesdays-Thursdays and remotely Mondays and Fridays. *Please also
note that we are not in a position to support Visa sponsorship at
this time.
Responsibilities:
- Junior Business Analyst will report to this position.
- Triage, troubleshoot, document, communicate, and escalate
issues based on urgency and priority.
- Perform root cause analysis to determine point of failure
regardless of source.
- Provide a rapid response and ownership of issues and
requests.
- Manage multiple critical and high visibility issues and
communicate to leadership team as needed.
- Create and maintain processes to manage and provide visibility
to business partners.
- Work with developers, vendors, business owners, project
management, and cross-functional partners to expedite and resolve
errors impacting productivity.
- Serve as a key member of IT leadership to provide insight into
impacts on production system changes.
- Create an environment of trust and open communication with our
cross functional partners.
- Articulate requirements for solutions to production bugs, test
solutions, and provide feedback or context on features and
functionality that may negatively impact our systems or our
internal/external customer experience.
- Explore business and technology alternatives to optimize and/or
augment existing IT solutions.
- Proactively monitor integrations with various systems including
e-commerce, ERP, CRM, and data warehouse.
- Create baseline metrics/KPIs to track systems health.
- Manage a small team and mentor/develop skills in fellow team
members.
Requirements:
- Bachelor's degree in relevant fieldor equivalent
experience.
- 9+ years of IT production support, IT application support, or
related field.
- Proven strength of technical troubleshooting
abilities.
- Proficient in SQL for trouble shooting and data
analysis.
- Proficient in technical data analysis and software
testing.
- Strong customer service and people skills, able to partner with
Service, Support, Sales, Marketing, Operations, and Finance
teams.
- Understanding of middleware technologies.
- Understanding of Azure cloud platform.
- Understanding of relational database management
systems.
- Expert communication skills, with an ability to articulate and
document complex technical concepts with simplicity to
non-technical stakeholders.
- Proven record of taking ownership and driving meaningful
results.
- Experience working with development partners to stabilize
production environments.
- Cross-functional team player with a track record of building
positive relationships, andinfluencing without authority.
- Experience growing and mentoring a team.
- Ability to work and complete projects with minimal
supervision.
- Strong quantitative, analytical, and problem-solving
skills.
- Business acumen: you're able to gather, collect, and analyze
data and form connections between various pieces of information to
find where an error originated and effectively communicate to all
partners.
- Experience with any of the following is a plus- Celigo,
NetSuite, Shopify, Jira
Physical Requirements:
- Lifting and Carrying: Ability to lift and carry computer
equipment, such as monitors, CPUs, and printers, up to 25
pounds.
- Sitting for Extended Periods: Comfortable sitting at a desk or
workstation for extended periods while working on computers and
other devices.
- Keyboard and Mouse Use: Proficient in using a keyboard and
mouse for data entry, coding, and other tasks.
- Visual Acuity: Good vision to read computer screens, documents,
and code.
- Manual Dexterity: Precise finger and hand movements for typing,
manipulating cables, and connecting peripherals.
- Mobility: Ability to move around the office including stooping,
crouching, crawling, and/or kneeling to troubleshoot hardware
issues or assist users with IT-related problems.
Salary Range: $140k - $160kplus bonus and full benefits
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Keywords: Face Reality Skincare, Walnut Creek , Senior Manager of IT Production Support, IT / Software / Systems , Danville, California
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