Lead Solutions Analyst - Production Support / Release Management
Key Skills for This Role
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Job Responsibilities
- Own incident management for production systems — triage, troubleshoot, resolve, and drive incidents to closure within SLAs
- Act as escalation point for major/severity-1 incidents; coordinate bridge calls and stakeholder communication
- Perform root cause analysis (RCA) and drive permanent fixes and preventative actions (problem management)
- Monitor system health, application performance, batch jobs, and infrastructure using observability tooling
- Maintain and improve runbooks, knowledge base articles, and standard operating procedures
- Track and report on support KPIs (MTTR, incident volume, SLA adherence, availability/uptime)
- Own the release calendar and coordinate release schedules across multiple teams and environments
- Plan, govern, and execute release/change management in line with organizational standards
- Manage deployment pipelines, cutover plans, rollback/back-out plans, and go/no-go decisions
- Ensure adherence to CI/CD, versioning, and configuration management practices
- Coordinate UAT sign-off, release readiness reviews, and post-implementation validatio
Required qualifications, capabilities, and skills
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience)
- 5+ years of experience in production/application support and/or release management
- Proven experience managing production environments and coordinating releases in a complex, enterprise setting
- Strong understanding of the software development lifecycle (SDLC) and the ITIL service management framework & related industry and product knowledge
- Technical fluency in: Incident/change tooling (ServiceNow, Jira); CI/CD & release (Jules/Jenkins); Version control (Git, Bitbucket); Monitoring/observability (Splunk, Dynatrace, Grafana); Scripting (Shell/Bash, Python, PowerShell); Databases (SQL query skills, Oracle); Cloud/Infra (Docker, Kubernetes, basic Linux/Unix administration); Config management (Ansible)
- Strong communication — able to translate technical issues for business and executive stakeholders during high-pressure incidents
- Calm under pressure and decisive in crisis/major-incident situations
- Excellent coordination and stakeholder management across development, QA, infrastructure, and business teams
- Strong organizational and planning skills; detail-oriented with risk awareness, and an analytical, structured problem-solving mindset
Preferred qualifications, capabilities, and skills
- Certifications: ITIL v4, PMP/PRINCE2, AWS/Azure certifications, Scrum/SAFe
- Experience in a regulated industry (financial services, healthcare) with associated compliance/audit requirements
- Experience with DevOps culture, SRE practices, and automation of manual support tasks
- Familiarity with disaster recovery (DR) and business continuity planning
- Batch and scheduling experience — Autosys or similar
- Charles River IMS experience
- Ownership mentality with a focus on continuous service improvement
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