Production Support Manager

York, EnglandFull-Timemid

OtherProduction Support

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Quick Summary

Overview

Who Are We: Comply is the leading provider of compliance SaaS and consulting services for the global financial services sector. With more than 5,000 clients and hundreds of employees across the globe,

Technical Tools

OtherProduction Support

Who Are We:

Comply is the leading provider of compliance SaaS and consulting services for the global financial services sector. With more than 5,000 clients and hundreds of employees across the globe, Comply empowers Chief Compliance Officers and their teams to proactively manage regulatory obligations, mitigate risk, and scale with efficiency and confidence.

Comply serves thousands of global financial services clients including broker-dealers, insurers, investment banks, private funds, RIAs, and wealth managers who rely on Comply offerings to power their compliance programs.

To learn more about Comply, visit comply.com

The Role:

We are seeking an experienced Production Support Manager to lead our production support operations. In this role, you will manage and mentor a team of support engineers, drive continuous improvements in our production systems, and champion the use of metrics and software development techniques to reduce Mean Time to Resolution (MTTR). You'll act as both a hands-on technical leader and strategic operator, with a strong focus on application-level troubleshooting, root cause analysis, and building a data-driven, high-performing team.

Team Leadership & Development: Lead, mentor, and develop a team of L2/L3 Production Support Engineers. Establish clear performance expectations, provide regular feedback, and create opportunities for technical and professional growth.

Metrics-Driven Operations: Define, track, and optimise key operational metrics including Mean Time to Resolution (MTTR), Mean Time Between Failures (MTBF), incident volume, and resolution accuracy. Use data insights to identify systemic issues, prioritise improvement efforts, and hold the team accountable to SLAs.

Application Code Troubleshooting: Lead the diagnosis and resolution of application-level issues using software development techniques and best practices (debugging, log analysis, profiling, code review). Act as an escalation point for complex application failures and perform hands-on troubleshooting as required.

Incident Management & Response: Establish and refine incident management processes. Lead critical incident resolution, coordinate cross-functional response efforts, and conduct thorough post-incident reviews to drive continuous learning and prevent recurrence.

Root Cause Analysis: Champion rigorous RCA practices across the team. Drive a culture of investigation and accountability, moving from symptom resolution to identifying and addressing root causes of production issues.

Process Improvement & Automation: Identify opportunities to streamline support workflows, reduce manual effort through automation, and eliminate toil. Build runbooks, playbooks, and knowledge bases that empower the team and reduce MTTR.

Stakeholder Communication: Serve as the primary technical contact for internal and external stakeholders. Provide clear, timely communication on incidents, resolutions, and operational status. Prepare regular reports on team performance, incident trends, and operational metrics for senior management.

Production Systems Oversight: Maintain oversight of production SaaS platforms, infrastructure stability, and system performance. Collaborate with development and infrastructure teams on architectural improvements and operational enhancements.

Minimum 6+ years in production support, DevOps, or Site Reliability Engineering roles, with at least 3 years leading or mentoring technical teams.

Proven experience troubleshooting application code issues using software development techniques: debuggers, profilers, log analysis, code review, and systematic problem-solving methodologies.

Demonstrated expertise building and scaling metrics-driven teams. Evidence of implementing or improving MTTR, MTBF, or similar KPIs with measurable results.

Strong background supporting SaaS/cloud-native production systems in high-availability, high-traffic environments.

Hands-on experience with incident management frameworks (ITIL, blameless post-mortems, RCA methodologies).

Excellent communication skills: ability to distil technical complexity for non-technical stakeholders and present data-backed insights to leadership.

Experience with containerized systems (Docker, Kubernetes) or cloud platforms (AWS, Azure, Google Cloud) is a plus.

Familiarity with observability tools (Datadog, New Relic, Splunk, Prometheus/Grafana) and APM instrumentation is a plus.

Background in software development or systems engineering (demonstrable coding ability in at least one language) is a plus.

Formal leadership or management certification; Agile/Scrum experience is a plus.

Located in or willing to work from the York, UK office.