Manager, Production Support & Service Reliability

Manager, Production Support & Service ReliabilityThe Manager of Production Support & Service Reliability owns the production support operating model, incident management, service levels, release-watch support, escalation governance, and overall live-service quality across pods. This impactful role is critical in ensuring Production Support is proactive, disciplined, and tightly connected to Engineering, Product, QA, and business stakeholders.This position will ideally be based in one of our US offices and is a hybrid role with the flexibility to work remotely 2 days per week (also eligible for remote candidates).What You'll Do:Service Reliability LeadershipDefine the production support operating model, incident lifecycle, severity framework, and support expectations across podsEstablish service levels, escalation paths, release-watch routines, and communication standards for production issuesCreate visibility into live-service health, incident trends, and recurring support risksTeam & Process LeadershipLead production support engineers and AI operations analysts as the team continues to growBuild repeatable support routines, runbook discipline, and issue triage practices that scale across products and workflowsPartner with Product, Engineering, and QA to improve supportability and reduce recurring production issuesIncident & Stakeholder ManagementOwn incident governance for material issues, including severity calls, stakeholder updates, escalation management, and stabilization plansEnsure business and technical stakeholders have clear visibility into impact, next steps, and resolution progressDrive post-incident review practices that improve resilience and reduce repeat failuresFinance & AI Production ReadinessEnsure finance-sensitive workflows receive the right level of production support, issue classification, and escalation handlingOversee support patterns for AI-enabled workflows, including degraded outputs, fallback scenarios, trust issues, and human-review triggersWork with business and technical teams to distinguish software defects from data, process, training, or model-behavior issuesYou Have:8+ years of production support, application support, service reliability, or engineering operations experience, including team leadershipStrong knowledge of incident management, service operations, support processes, release support, and escalation discipline you are a builder of reliable operating processes, not just a responder to ticketsExperience working closely with engineering and product teams in modern software delivery environments you are structured, pragmatic, and highly credible across teamsAbility to communicate clearly with both technical and business stakeholders during high-pressure situations you are calm under pressure and comfortable making judgment calls with incomplete informationComfort operating in finance-sensitive, workflow-heavy, or business-critical application environmentsConsistent commitment to trust, transparency, and qualityBachelor's degree preferredYou Are:Excited to be part of a growing team, with a focus on driving future growthPassionate about delivering exceptional client serviceKnowledgeable about the relationship between Private Equity sponsors and their portfolio companies, particularly within the office of the CFOWilling to get your hands dirty in the details of a project while simultaneously seeing the whole pictureComfortable managing projects with multiple complex workstreams while also focused on your single workstream (you are managing and doing)A self-starter with a strong work ethicFull of entrepreneurial spirit and comfortable in a fluid, flat organizationAble to effectively communicate complex issues and solutions, and raise issues to senior team members when necessaryA team player, able to work with team members across all levelsSomeone who enjoys mentoring others and doing meaningful workA leader of others; you lead by exampleThe annual salary for this role ranges from: $150,000 to $190,000 + benefits + bonus.Actual compensation packages are determined by evaluating a wide array of factors unique to each candidate, including but not limited to geographic location, skill set, years and depth of experience, education, certifications, cost of labor and internal equity.Accordion is an Equal Opportunity Employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.