Production Support Manager at Discovery Limited

Key Purpose

• The Production Support Manager will lead the Production support team responsible for supporting internal and external user groups across Digital Channels, Back Office Applications, and Line of Business systems. This role involves managing production issues, proactively monitoring systems, and ensuring effective communication and escalation processes to both internal operations and external user groups. Providing regular reporting of system incidents, production issues and system performance and stability.

Responsibilities and Objectives of this role

• The individual in this role will report directly to the Head of System Delivery.

Key Responsibilities

• Lead and mentor a team of 3 Support Analysts to provide first-line support to Operations and external user groups.
• Establish and enforce structured Production Issue Management and Incident Management processes.
• Proactively monitor system performance, implement alerting mechanisms, and coordinate rapid response to potential disruptions.
• Act as the communication bridge between IT and all impacted user groups during incidents, ensuring timely updates and transparency.
• Conduct root cause analyses for incidents and oversee the implementation of corrective and preventative measures.
• Deliver weekly and monthly reports highlighting production issues, system incidents, trends, and system stability metrics.
• Collaborate with development, infrastructure, and vendor teams to drive faster incident resolution and systemic improvements.
• Develop and maintain knowledge base documentation and user-facing FAQs to reduce recurring queries.

Required Competencies and Experience

• Proven experience in a Production Support / IT Operations leadership role.
• Deep understanding of digital platforms, back-office systems, and enterprise application environments.
• Strong knowledge of incident, change, and problem management methodologies
• Demonstrated ability to work in high-pressure environments while maintaining clarity and focus.
• Excellent communication, stakeholder management, and team leadership skills.
• Experience with monitoring tools and ticketing platforms (e.g., Jira).

Education

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• ITIL certification or relevant Service Management training.