Job DescriptionAs the Production Support Manager, you will be responsible for the operational stability and performance of our core enterprise platforms supporting Con Edisons Clean Energy organizations. In this role, you will lead a multi-tiered support team of Tier 1 and Tier 2 specialists dedicated to providing in-depth technical assistance, addressing complex bugs, resolving infrastructure problems, and developing new platform solutions. Your team will focus on deployment consistency and swift incident resolution within defined SLAs.
You will oversee the reliability and usability of critical business applications across the CES-wide portfolio, with a specific focus on the Salesforce platform, SQL-developed tools, and associated data reporting capabilities. Serving as a key liaison between business users and technical teams, you will directly manage a team of developers and DBAs. Your primary focus will be on maintaining consistent platform performance, overseeing incident and data refresh management, performing root cause analysis (RCA) to drive permanent corrections, and implementing proactive system enhancements.
ResponsibilitiesCore Responsibilities- Strategic Talent Development: Develop a high performing production support team by actively mentoring, coaching, and providing targeted growth opportunities. Foster an environment of continuous learning and professional development to maintain a high-performing team recognized for its technical expertise.
- Operational Excellence & Service Delivery: Architect and continuously refine production support frameworks, implementing best-in-class processes for incident management, root cause analysis, and service restoration. Drive the evolution of support from reactive troubleshooting to a proactive, predictive model that ensures exceptional service reliability
- Business Continuity & Technology Stewardship: Provide strategic oversight for all technology and administrative support functions, ensuring the operational continuity of the clean energy application portfolio.
- Operational Leadership & SLA Definition: Lead the day-to-day operations of the application support team by setting a clear vision, defining and driving strategic Service Level Agreements (SLAs) through robust escalation pathways for critical issues resolution.
- Platform Integrity & Performance: Assume ownership for the reliability and performance of the assigned clean energy platforms, including both third-party and proprietary applications, to ensure the operating stability of our clean energy portfolio.
- Support and troubleshoot invoice processing workflows, ensuring seamless integration between clean energy platforms with enterprise-wide systems including CC&B, Oracle ERP, CPMS, GCP and EDAP.
- Advanced System Diagnostics: Conduct deep-dive investigations to diagnose and definitively resolve complex data discrepancies, integration failures, and workflow bottlenecks, ensuring integrity of all supported systems
- Strategic Stakeholder Alignment: Serve as the central communication lead and strategic partner between key business users, Digital Product teams, ETS groups, and software development teams. Ensure clear communication is maintained during deployment, incidents and software release evolutions.
- Knowledge Management & Best Practices: Champion the development and maintenance of a comprehensive knowledge base, including dynamic runbooks, advanced troubleshooting guides, and standardized operating procedures (SOPs), to maintain operational best practices.
- Identify recurring issues or manual bottlenecks in application usage, data flows, or invoice workflows, and propose automated solutions.
- Proactive Automation & Innovation: Systematically identify, analyze, and eliminate recurring issues and manual bottlenecks within application usage, data flows, and invoice workflows by designing and championing innovative, automated solutions.
- Deployment Validation & Rollback Readiness: Partner with DevOps and development teams to validate deployment success, run smoke tests post-deployment, and maintain rollback strategies to mitigate deployment risks in live production environments.
- Comprehensive Quality Assurance Leadership: Design, orchestrate, and lead rigorous system integration, regression, and user acceptance testing (UAT) for all hotfixes, new features, and patch releases. Ensure testing protocols consistently validate the complex integrations between critical systems such as DMTS, Oracle Financials, and Salesforce.
- Perform other related tasks and assignment as required.
QualificationsRequired Education/Experience- Master's Degree and 3 years relevant experience or
- Bachelor's Degree and 4 years relevant experience
Preferred Education/Experience- Master's Degree in Mathematics, Statistics, Computer Science, Engineering, or related quantitative field. and 3 years related work experience in a system engineering/analysis area
Relevant Work Experience- Strong background navigating structured Software Development Life Cycles (SDLC) in Agile or Hybrid environments. This includes practical experience coordinating code deployments, executing environment refreshes, managing branch/environment alignment, and working alongside DevOps/development teams to manage deployment pipelines (CI/CD) and change-control processes, required.
- Experience producing formal documentation, required.
- Experience supporting salesforce applications in the utility, clean energy, or energy efficiency sectors. Highly preferred.
- Data visualization and communication skills and experience required including with Oracle OBIEE,ODV,PowerBI, preferred.
- Demonstrated experience in hands-on testing, including writing test cases, performing regression testing, system integration testing (SIT), and leading business stakeholders through User Acceptance Testing (UAT). Ability to analyze logs and test results to isolate bugs prior to production releases, preferred.
- Experience with SAFe Agile program management and/or transformation, preferred.
- Experience with energy efficiency, demand-side management, electric vehicles, and/or other clean energy program from a utility or participating vendor perspective, preferred.
- Familiar with New York States Climate Leadership and Community Protection Act (CLCPA), Con Edisons rate case, New Efficiency New York, and/or other relevant clean energy regulations or proceedings, preferred.
Licenses and Certifications- Driver's License Required
Additional Physical Demands- The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
- The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
- Develops and delivers effective presentations.
- Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.
- Demonstrated problem solving skills.
- Excellent collaboration and team building skills.
- Promotes information sharing.
- Ability to simultaneously handle multiple priorities.
- Possesses flexibility to work in a fast paced, dynamic environment.
- Proactively approaches responsibilities.
