Comply
financial services sector
ProductionSupportManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Production Support Manager at Comply. Skills: Production Support Management, Team Leadership, Application Troubleshooting, Incident Management, Root Cause Analysis, Metrics-Driven Operations. Lead, mentor, and develop a team of L2/L3 Production Support Engineers. Define, track, and optimise key operational metrics including Mean Time to Resolution (MTTR), Mean Time Between Failures (MTBF), incident volume, and resolution accuracy”
What You'll Achieve.
reduce Mean Time to Resolution (MTTR); optimise key operational metrics including Mean Time to Resolution (MTTR), Mean Time Between Failures (MTBF), incident volume, and resolution accuracy; hold the team accountable to SLAs; prevent recurrence of production issues
Industry & Context.
systematic problem-solving methodologies; application-level troubleshooting; root cause analysis
Located in or willing to work from the York, UK office, Applicants must be authorized to work for any employer in the United Kingdom, Currently, we are unable to sponsor or take over sponsorship of an employment Visa at this time
What They're Looking For.
Must Have
Minimum 6+ years in production support, DevOps, or Site Reliability Engineering roles, 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, 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, Applicants must be authorized to work for any employer in the United Kingdom
Nice to Have
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 Agile/Scrum experience is a plus
What You'll Do.
and develop a team of L2/L3 Production Support Engineers
and optimise key operational metrics including Mean Time to Resolution (MTTR)
Mean Time Between Failures (MTBF)
and resolution accuracy
Lead the diagnosis and resolution of application-level issues using software development techniques and best practices
Establish and refine incident management processes
Lead critical incident resolution
coordinate cross-functional response efforts
and conduct thorough post-incident reviews
Champion rigorous RCA practices across the team
Identify opportunities to streamline support workflows
reduce manual effort through automation
Maintain oversight of production SaaS platforms
infrastructure stability
and system performance
Collaborate with development and infrastructure teams on architectural improvements and operational enhancements
How You'll Work.
Team & Collaboration
Coordinate cross-functional response efforts during critical incidents; Collaborate with development and infrastructure teams on architectural improvements and operational enhancements; Serve as the primary technical contact for internal and external stakeholders
Communication Scope
Excellent communication skills; ability to distil technical complexity for non-technical stakeholders; present data-backed insights to leadership; Provide clear, timely communication on incidents, resolutions, and operational status; Prepare regular reports on team performance, incident trends, and operational metrics for senior management
Process & Methodology
incident management, process improvement, automation
Full Job Description
## Description 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. ## Responsibilities 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 comp
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