LexisNexis Legal & Professional is a leading global provider of legal, regulatory and business information and analytics that help customers increase productivity, improve decision-making and outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® ...
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The Software Engineering Support Manager leads a global team of software engineers responsible for maintaining, stabilizing, and continuously improving mission-critical software systems in production. This role ensures system reliability, quick resolution of bugs and incidents, and operational excellence through disciplined process management and strong technical leadership.
The manager oversees escalations, post-release maintenance, and continuous improvement initiatives to sustain optimal product performance and customer satisfaction.
They are accountable for driving product and service quality, incident prevention, and timely bug and incidents response and resolution, while fostering collaboration and technical excellence across distributed teams.
Responsibilities
Lead and mentor a global software engineering support team responsible for sustaining live products across time zones.
Oversee all production-level escalations, ensuring timely recovery from outages and high-severity issues/bugs.
Lead root-cause investigations and ensure actionable follow-ups are implemented.
Ensure production environments are fully supported, monitored, and compliant with deployment readiness standards
Partner with SRE and Release Management to enhance scalability, resilience, and release automation
Drive continuous feedback loops between customer-facing teams and development to identify recurring issues and systemic improvements.
In partnership with Quality Engineering develop effective testing practices. Support development and use of automated test framework.
Improved uptime and service reliability
Consistent delivery of stable maintenance releases and enhancements
Requirements
Bachelor’s degree in Computer Science, Software Engineering, or a related technical field.
10+ years of experience in software engineering, including 2+ years in a leadership role.
5+ years of experience in system operations (Preferred)
Proven record of managing global or distributed technical teams of software engineers, ideally in a 24/7 production environment.
Strong understanding of and bug and incident management, root-cause analysis (RCA), system dependencies, and post-deployment stabilization.
Ability to balance strategic leadership with hands-on technical engagement in resolving high-impact production issues.
Experience with monitoring and observability tools (Datadog, Coralogix, Splunk, Grafana).
Familiarity with ITIL and DevOps-based operational frameworks. (Proffered)
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