Senior Production Support Manager, Brazil/colombia

We partner with the world’s most valuable brands to build digital solutions that transform businesses. As a digital native, we bring a 29-year track record of accelerating business impact through complete and scalable digital solutions. With a global presence of 6,000+ professionals in strategy, research, data science, design, and engineering, we unlock top-line growth, improve customer experience, and drive operational efficiency.

**Position Overview**:

- As a Senior Production Support Manager within a Level 3 Production Support Team, you will blend your expertise in Agile methodologies with a strong technical background to enhance the team's efficiency and collaboration of a squad that supports multiple digital products. Your role will focus on optimizing the support processes through agile methodologies, fostering a culture of continuous improvement, and ensuring seamless communication between technical and non-technical stakeholders. You will be an integral part of a high-impact team supporting various leading-edge digital products within a renowned automotive brand in the United States. Your contributions will directly influence the success and evolution of these innovative solutions, shaping the forefront of technology and customer experience in the automotive industry.

**Key Responsibilities**:

- General Support: Triage, access management, SOP creation, prioritization, troubleshooting, and ticket resolution to ensure smooth day-to-day operations.
- Proactive Monitoring Mindset: Proactive monitoring of alerts, data analysis, and infrastructure to prevent any potential issues.
- Incident Management: Efficiently managing crisis/non-crisis situations, and engaging the responsible team to minimize impacts.
- Problem Management: Identifying root causes, and implementing preventive measures.
- Risk Management: Continuously monitoring risks, taking action to avoid issues, and performing trend analysis.
- Technical Collaboration: Building and maintaining strong relationships with stakeholders, bridge communication between developers, Level 2 support analysts, and stakeholders, facilitate discussions on technical investigations and root causes, ensuring a shared understanding of the challenges faced by the team, and work closely with the Tech Lead to align technical strategies, addressing impediments that require joint technical and leadership insights.
- Daily Operations Management: Collaborating with internal teams, stakeholders, and customers to present platform KPIs across dailies, weeklies, monthlies, and retrospectives.
- Standard/Executive Critical Incidents Communications at all levels of the organization.
- Crisis Management: Creating war rooms, conducting crisis meetings, and mitigating impact during critical situations and also conducting postmortems to identify root causes.
- Team Management and Agile Leadership: Hiring, people development, team routines, recognitions, coaching team members, unblocking daily team activities, facilitating agile ceremonies, including sprint planning, daily stand-ups, sprint reviews, and retrospectives, coach and mentor team members on agile best practices, ensuring adherence to Scrum and Kanban principles, and collaborate with product owners to prioritize and manage the backlog effectively.
- Service Level Agreement (SLA) Management: Monitoring and adjusting the team's SLAs to achieve a high-volume production output with quality outcomes.
- Process Management: Defining timelines, processes, and prioritizations in collaboration with stakeholders.

**Qualifications**:

- Certified Manager with knowledge of Agile methodologies and a proven track record in leading agile teams, particularly in **production support (ideally Level 3)**.
- Substantial experience in production support roles, demonstrating a great understanding of support team dynamics.
- Exceptional communication skills, capable of translating technical concepts for diverse audiences.
- SRE experience and proactive monitoring mindset.
- Possess a fluent level of English, enabling active and effective participation in meetings with diverse cross-functional teams.
- Proven technical background, familiarity with technical concepts and terminologies, and ability to collaborate seamlessly with the Tech Lead and other technical leaders.
- Enthusiastic about fostering a collaborative, high-performance team culture in the context of production support.

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**CI&T is an equal-opportunity employer. We celebrate and appreciate the diversity of our CI&Ters’ identities and lived experiences. We are committed to building, promoting, and retaining a diverse, inclusive, and equitable company and culture focused on creating a better tomorrow.**

At CI&T, we recognize that innovation and transformation only happen in diverse, inclusive, and safe work environments. Our teams are most impactful when people from all backgrounds and experiences collaborate to share, create, and hear ideas.