The Manager, Production Support is responsible for leading the organizations Production Support team and advancing IT Service Management (ITSM) capabilities (Change, Configuration, Release, Asset, SLA, and Monitoring). In this exciting role, you'll function as one of "guardians" of all Clearinghouse systems. You and your team of production support engineers will monitor our systems to ensure they remain in a healthy state, and act as the ultimate gate keeper for all changes to go into our production environment. Your team will be the first responders to production incidents and identify and implement solutions to minimize or eliminate incidents in the future. If you are passionate about smooth running operations, and ensuring customers have systems that are readily available, then this is the job for you! How You Contribute: Lead the Clearinghouse Change Management, Incident and Problem Management, Production System Monitoring and Asset Management processes and establish metrics/SLAs to measure the effectiveness of these processes. Establish and execute Clearinghouse production support strategy including an approach to stay current with market/technology changes. Monitor and maintain health of Clearinghouse systems through tools and processes, including the use of third parties for off hour monitoring, to ensure systems are highly available. Communicate across the organization regarding status/health of systems. Collaborate with Application Development and Infrastructure teams to manage changes to production environments and provide 1st and 2nd level application support. Establish and maintain a Configuration Management Database for all IT assets. Collaborate with DevOps to develop automated processes to achieve no downtime releases.Lead/manage a team of production support engineers providing production support across the organization. Identify and implement production support tools and processes that support the organization's migration from on premise services to hybrid, multi-cloud-based services. Demonstrate NSC's competencies, which align with our corporate values. Core Competencies include: Customer Focus, Optimizes Work Processes, Collaborates, Communicates Effectively, and Be Open and Authentic Manager will provide more detail as needed. Workforce Management Interview, hire, motivate, and manage staff to maximize productivity and efficiency. Ensure staff is adequately trained and provide guidance as needed. Monitor employee performance and conduct appraisals. Reward employees using formal and informal methods. may be required to perform other duties as required. These essential functions are representative of those that must be met by an employee to successfully perform the job. Reasonable accommodations will be made to enable individuals with disabilities to perform these essential functions. What You Bring to the Table: Bachelor's degree in Computer Science or an equivalent combination of education and experience, including through military service will also be considered. Proficient in: Change Management, Asset and Configuration Management, Release and Service Monitoring, Support and Problem Management. Typically acquired through 5 years of experience. Managing a production support team, typically acquired with 3 years of management/supervisory experience. Advancing the production support function as market conditions, applications and technologies change. Demonstrated ability to manage third parties in the monitoring and maintenance of production systems. Proven ability to manage system outages and incidents and effectively communicate status and resolution to all levels of the organization. Experience: Working on an Agile/Scrum development team. Identifying and effectively deploying system monitoring solutions and establishing and measuring service level agreements for these systems. Implementing and using application and system monitoring and presentation tools such as Nagios, Splunk, Glowroot, Graphana, etc. Providing production support services in both cloud and on-premise environments. Utilizing Continuous Integration/Continuous Delivery (CI/CD) tools and processes and integrating these into Change Management processes. Implementing and maintaining an Asset Management System (such as RemedyForce) and associated processes. Excellent communication skills, with the demonstrated ability to present technical information to both technical and non-technical audiences. Proficiency with Microsoft Office Suite. Live within a commutable distance of Herndon, VA. Additional Desired : Experience with: Agile development methodologies. Physical Demands: Use of a computer terminal and/or laptop computer for 8 or more hours a day. Use of a copy machine and telephone. Frequently required to sit for 7 or more hours per day in close proximity to others in an open office, and Agile team room environment. Occasionally required to use hands and fingers to operate, handle, and reach. Vision abilities include close vision and the ability to adjust focus. May be required to provide on-call remote, or 24/7 technical support.