Jobs for People with MS: National MS Society

Production Support Manager

Stamford, CT

Type: Contract-to-Hire

Category: IT Admin

Industry: Insurance

Reference ID: JN -032025-101233

Date Posted: 03/13/2025

Shortcut: http://careers.eliassen.com/TGnnvG

• Description

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Description:

Hybrid | Stamford, CT

Our client is seeking an experienced Production Support Manager to oversee the stability, availability, and operational excellence of their business-critical systems. Business operations are highly time-sensitive, with 24x7 system availability crucial. As the Production Support Manager, you will lead a dedicated team ensuring system uptime, incident response, problem management and collaboration with both Production Support and Service Desk teams. You will play a pivotal role in bridging production support with help desk functions to streamline issue resolution and enhanced user experience.

Due to client requirement, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $60 - $80 / hr. w2

Responsibilities:

• Production Support Leadership:

• Manage day-to-day production support operations to maintain system availability, performance, and compliance with USDA regulations.

• Own and drive incident management, problem r root cause analysis to minimize disruptions.

• Lead the triage, prioritization, and resolution of production issues in collaboration with business, IT, and vendor teams.

• Ensure adherence with monitoring, alerting, and escalation procedures are in place to preempt and mitigate system failures and pursue continuous improvement opportunities.

• Help Desk & Service Desk Integration:

• Bridge Production Support and Help Desk functions to improve issue resolution, documentation, and knowledge sharing.

• Define and implement workflows ensuring smooth handoffs between Service Desk and Production Support teams.

• Establish incident communication protocols to keep stakeholders informed during major disruptions.

• Process & Continuous Improvement:

• Drive automation, process enhancements, and proactive maintenance to improve system stability.

• Work closely with development teams to ensure seamless transition from development to production environments.

• Identify recurring issues and establish preventive measures to minimize future incidents.

• Major IT & Business Transformation Support:

• Support Hudson Crop’s ongoing business and IT transformation initiatives, ensuring production systems evolve alongside new technology rollouts.

• Collaborate with engineering, architecture, and DevOps teams to integrate new solutions with minimal business disruption.

Experience Requirements:

• 7+ years of experience in Production Support, IT Operations, or Application Support in a regulated industry (insurance, financial services, or agriculture preferred).

• Excellent understanding of cloud technology – preferably Azure

• Familiarity with ITSM tools (such as ServiceNow)

• Strong leadership and incident management experience, with expertise in troubleshooting complex production issues.

• Experience working with 24x7 mission-critical systems where downtime has significant business impact.

• Familiarity with USDA regulatory requirements and their impact on business and IT operations (preferred).

• Strong understanding of ITIL, service management, and escalation procedures.

• Hands-on experience with monitoring tools, logging solutions, and automation for support operations.

• Ability to partner with Help Desk teams, developers, and infrastructure teams to ensure smooth support operations.

• Excellent communication and stakeholder management skills, able to work across business and IT teams.

• Oversight of Contract/Service provider Vendor resources

• Ability to Design and refine SLA & KPI’s

Education Requirements:

• Bachelor's degree in relevant field

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.

Please be advised- If anyone reaches out to you about an open position connected with Eliassen Group, please confirm that they have an Eliassen.com email address and never provide personal or financial information to anyone who is not clearly associated with Eliassen Group. If you have any indication of fraudulent activity, please contact InfoSec@eliassen.com.

About Eliassen Group:

Eliassen Group is a leading strategic consulting company for human-powered solutions. For over 30 years, Eliassen has helped thousands of companies reach further and achieve more with their technology solutions, financial, risk & compliance, and advisory solutions, and clinical solutions. With offices from coast to coast and throughout Europe, Eliassen provides a local community presence, balanced with international reach. Eliassen Group strives to positively impact the lives of their employees, clients, consultants, and the communities in which they operate.

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!