Production Operations Lead

About This Opportunity

We are representing a confidential insurance technology organization seeking a Production Operations Lead to oversee the operational stability and incident response for production systems. This role serves as the primary escalation point for a production operations squad, coordinating incident response across engineering teams, facilitating problem management, and ensuring change management processes are followed consistently. You'll guide and mentor operations analysts while serving as the bridge between technical teams and business stakeholders during service-impacting events.

Responsibilities

• Serve as Incident Manager for P0/P1/P2 production incidents—spin up bridges, coordinate technical responders, enforce escalation timelines, and deliver stakeholder notifications per defined cadence
• Assign, prioritize, and oversee day-to-day operational work across the squad including access requests, runbook updates, monitoring tuning, and operational maintenance
• Guide and mentor Production Operations Analysts, ensuring effective triage, documentation, escalation, and communication during incidents
• Facilitate Problem Review Board meetings within 48 hours of incident resolution and drive root cause analysis to completion
• Coordinate After Action Reviews within one week of significant incidents, ensuring corrective actions are assigned with owners and due dates
• Identify recurring incident patterns and proactively create problem tickets when thresholds are met
• Represent Production Operations at the Change Advisory Board—review changes for risk, validate implementation plans, and provide operability sign-off for changes affecting monitoring, alerting, or escalation paths
• Enforce customer-facing communication requirements and ensure shift handoff quality so incoming teams receive full context on active incidents, ongoing changes, and outstanding action items
• Maintain squad-level KPIs: incident response times, notification compliance, change success rate, and problem RCA completion within SLA
• Lead monthly proactive alert reviews to identify systemic issues before they escalate to major incidents
• Validate operational readiness for new services onboarding to production—ensuring monitoring, alerting, runbooks, and escalation paths exist before go-live
• Participate in on-call rotation as needed to support 24/7 operational coverage

What We're Looking For

• Bachelor's degree in a technical discipline or equivalent combination of education, certifications, or work experience
• 5+ years of experience in IT operations, NOC, or production support environments
• 2+ years in a lead, senior, or supervisory capacity within an operations team
• Demonstrated experience coordinating incident response across multiple teams, including bridge facilitation and stakeholder communication
• Strong understanding of ITIL processes—specifically Incident, Problem, and Change Management
• Experience with ITSM/ticketing platforms such as ServiceNow or Jira Service Management
• Experience with monitoring and observability tools such as Grafana, Datadog, CloudWatch, or PagerDuty
• Excellent written and verbal communication skills—able to produce concise executive-level status updates and facilitate focused technical bridges simultaneously
• Proven ability to work effectively under pressure during high-severity incidents requiring rapid decision-making and clear communication
• Strong organizational skills with the ability to manage multiple concurrent incidents, problems, and operational tasks
• Ability to mentor and develop team members while maintaining operational accountability

Preferred qualifications:

• ITIL v4 Foundation certification or higher
• Experience in financial services, insurance, or other regulated industries
• Familiarity with SLO/SLI frameworks, error budget policies, and reliability engineering principles
• Experience with Jira workflow configuration and operational reporting
• Background in cloud infrastructure environments (AWS, Azure, GCP)
• Experience onboarding new teams or platforms into operational support models
• Familiarity with SOC 2 compliance requirements as they relate to incident and change management

How We Work With You

Our talent team at Get A Job.ai partners with leading organizations to connect them with exceptional candidates. When you apply through our platform, a recruiter from our team will screen your profile and coordinate your submission to our client. We manage the entire interview process and provide guidance at each stage. Please apply exclusively through Get A Job.ai—direct contact with the client is not part of this process.

Pay

Compensation for this role reflects market location and ranges from $140,000 to $170,000 per year plus bonus, based on job-related knowledge, skills, and experience. Benefits include comprehensive health, dental, and vision insurance; life insurance; short and long-term disability; 401K with company matching; employee assistance program; and wellness programs.

Equal Employment Opportunity: Get A Job.ai is committed to providing equal employment opportunities and maintaining a workplace culture of dignity, respect, and appreciation of individual differences. We value diversity and welcome candidates from all backgrounds.