Support Lead C++ Production

Job OverviewWe are looking for a dedicated and experienced Production/Incident Support Lead to play a crucial role in enhancing our customer service delivery. This position requires a candidate with excellent communication skills and a solid background in managing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). The ideal candidate will be responsible for mentoring a team, collaborating with internal and external stakeholders, and driving continuous improvement in service quality.Key ResponsibilitiesDevelop and maintain the release/workstream schedule, ensuring alignment with dependencies.Oversee the creation and management of SLAs and OLAs in coordination with operational teams.Ensure accountability for business results associated with the releases.Collaborate with client and internal leadership to clarify team member roles and expectations.Guide and mentor the support team, fostering a culture of excellence.Plan and facilitate team shifts and daily operations effectively.Analyze data related to incoming case volumes and customer interactions, communicating any trends to relevant teams.Conduct training for new team members and manage customer escalations promptly.Collaborate with leadership to define strategic goals for the support function.Act as the primary point of contact for customer outages and resolution efforts.Travel may be required (approximately 20%).Required SkillsProficiency in C++, .NET MVC, C#, and SQL.Strong analytical abilities with meticulous attention to detail.Excellent verbal and written communication skills.Demonstrated leadership and team-building capabilities.Flexibility to work under tight deadlines and manage multiple priorities.Ability to work independently and collaboratively with various stakeholders.Knowledge of Microsoft Office applications.ITIL certification is advantageous.QualificationsBachelor's degree in a relevant field or equivalent experience.A minimum of ten years in a production support environment, showcasing technical expertise.At least three years of supervisory or leadership experience in the Information Technology sector.Previous experience in managed care or the healthcare industry is preferred.Strong commitment to continuous learning and alignment with company values.Career Growth OpportunitiesJoining our team provides a distinctive opportunity for professional development and career advancement. You will gain valuable experience leading a team while contributing to our mission of delivering exceptional service to our customers.Company Culture And ValuesOur organization is committed to fostering a culture that emphasizes continuous learning, accountability, and teamwork. We value the contributions of every team member and encourage collaboration to drive success in our initiatives.Networking And Professional OpportunitiesAs part of our team, you will have the chance to network with industry professionals and participate in cross-functional collaborations, enhancing your skills and broadening your professional connections.Compensation And BenefitsCompetitive salary based on experience.Comprehensive health, dental, and vision insurance.Retirement savings plan with company matching.Generous vacation and paid time off policies.Flexible working arrangements to promote work-life balance.Employment Type: Full-Time