Senior Manager

Join to apply for the Senior Manager - IT Production Management (NGEMR) role at Synapxe 1 day ago Be among the first 25 applicants Join to apply for the Senior Manager - IT Production Management (NGEMR) role at Synapxe Position Overview Position Overview Recruiting a highly experienced proactive IT professional with 8 to 10 years or more of hands-on experience in IT production maintenance support. The candidate will demonstrate the ability to work with a team that is responsible to ensure seamless service delivery in a fast-paced environment. This role combines technical expertise, leadership, and process management to manage regular maintenance schedule, drive production tickets resolutions, and ensure operational efficiency.The role also includes ongoing professional development staying up-to-date with the latest software releases and patches. A key requirement is certification in a Commercial Off-The-Shelf (COTS) product (Epic) suite relevant to the role, as well as a proven track record in maintaining production systems to ensure optimal performance. Training and certification for the product will be provided.Role & Responsibilities Leadership & ManagementCoordinate IT analysts within and across multiple teams responsible for production maintenance support Oversee the resolution of production issues and track the status of service tickets to ensure adherence to priority and resolution time Monitor performance metrics and provide regular reports to senior management on ticket status, resolution time, and overall team productivity Drive continuous improvement initiatives to streamline incident management processes and reduce downtime duration Host user engagement meetings to drive, deliberate, prioritise production issues priority and resolution plan Lead a team of 2 to 4 direct reports and matrix team IT Production SupportEnsure the availability, reliability, and performance of production environments Coordinate the resolution of high severity production issues by directing the appropriate support teams, and ensuring timely and accurate updates are provided to the incident reporting team, users, and senior management. This includes providing regular, clear, and actionable status reports at each critical stage of the incident, ensuring stakeholders are informed of progress and resolution efforts in a timely manner Troubleshoot, resolve, and escalate critical production issues, ensuring timely resolution within service level objectives Perform root cause analysis, lesson learnt on issues and collaborate with internal teams to implement long-term fixes Lead the triage of production incidents, driving resolution and ensuring customer satisfaction Lead and manage planned maintenance activities such as product release updates, resilience testing exercises Professional LearningStay current with product updates and patches, gaining certifications on COTS products to maintain expertise in relevant technologies Participate in bug fixing as part of professional development, enhancing technical skills and contributing to product stability Collaborate with build team to apply fixes and enhancements to the production environment while ensuring minimal disruption COTS Product ExpertiseMaintain in-depth knowledge and expertise in relevant COTS products and how they are integrated into the production environment Lead efforts to implement product upgrades, patches, and new features in alignment with company and industry standards Work closely with vendors technical services and internal build teams to resolve product-related issues and ensure optimal configuration RequirementsBachelor's degree in Computer Science, Information Technology, or related field 8 to 10 years of experience in IT production maintenance support, with at least 2 to 4 years in a leadership or managerial role Proven experience in managing service tickets, meeting SLAs, and working with technical teams in a fast-paced environment Strong experience working with COTS products and tools, including certification in one or more relevant products Strong troubleshooting, problem-solving, and analytical skills Proven team player with good communication and interpersonal skills to collaborate with internal stakeholders and vendors In-depth knowledge of ITIL processes and best practices, particularly in incident management and SLA monitoring Proficiency in system monitoring, ticketing systems, and issue tracking tools (e.g., ServiceNow) Ability to adapt quickly to new technologies and products while maintaining high service standards ITIL Foundation certification is a plus Apply Now NOTE: It only takes a few minutes to apply for a meaningful career in HealthTech - GO FOR ITSeniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Synapxe by 2x Get notified about new Information Technology Production Manager jobs in Singapore, Singapore . Deputy Director (IT Infrastructure System Management) Senior Manager (IT Infrastructure Operations & Application Infrastructure Support) Technology Manager, Sulfuric Acid and Styrene Lead Product Manager (Facility and Infrastructure Management Service - FIMS, Facility Management), Ministry of Education Technical Product Manager, Data Infrastructure (Campus Recruitment 2026) Executive Manager (Green Building Policy and Technology Department) Branch Manager, Track Infrastructure Maintenance Global Market IT FO Application manager and production support – Rates Platform and Pricing SVP/VP - SRE, Technology Risk Manager, Tech COO, Group Technology Quality Manager, Infrastructure Reliability & Quality (IRQ) Audit Manager - Technology Internal Audit – Vice President MGR/AVP, Senior Analyst, Credit Infrastructure & Solution Assistant Manager/Manager, Process Assurance, Infrastructure Standards Assistant Manager/Manager (Infrastructure and Access Management) (LTA-ITCD) SNR MGR / MANAGER / DEPUTY MANAGER, CLOUD INFRA AUTOMATION Manager (Strategic Communications Technology) We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr