Production Support Supervisor – Onsite (Dayton, OH)

About the role

The Supervisor provides day‑to‑day team leadership and hands‑on technical support. This role coordinates shift activities, leads major incident response, manages escalations, and ensures clear communication of technical issues and business impacts. The Supervisor also drives projects, continuous service‑improvement initiatives, and helps team members achieve their objectives.

Key responsibilities

• Lead shift activities, staffing coverage, priorities, and escalations.
• Coach, mentor, and develop Command Center Production Support Analysts.
• Monitor customer‑facing production systems, enterprise services, network infrastructure, and automated content‑processing workflows for availability and performance.
• Investigate alerts and incidents, coordinate recovery actions, and lead major incident calls with technical teams, service owners, and vendors.
• Ensure incidents, changes, and service requests are properly managed, documented, and communicated to stakeholders.
• Lead projects and continuous‑service‑improvement initiatives focused on processes, monitoring, automation, tools, and team capabilities.

Required profile

• Bachelor’s degree in a related technology field or equivalent experience.
• Demonstrated leadership experience in a technical or operational environment (supervisor, team lead, incident lead, or mentor).
• Experience leading major incident response and coordinating people, priorities, and resources in a fast‑paced production support setting.
• Strong decision‑making, troubleshooting, coaching, and conflict‑resolution skills.
• Excellent written and verbal communication, able to explain technical issues and business impacts to non‑technical audiences.

Required skills

• Working knowledge of AWS, Microsoft Azure, Windows, Linux, or networking.
• Experience with incident, problem, change, and service‑request management processes.
• Familiarity with monitoring and ITSM tools such as ServiceNow, Datadog, Splunk, Broadcom CA Spectrum, or similar platforms.
• Scripting and automation experience.
• Data‑analytics, reporting, or operational‑dashboard experience.
• Use of AI tools to improve technical or operational processes.
• Relevant certifications (e.g., AWS, Azure, CompTIA A+, CCNA).

What we offer

• Comprehensive health, dental, and vision benefits.
• 401(k) plan with company match and Employee Share Purchase Plan.
• Well‑being programs, including Headspace subscription and wellness incentives.
• Paid parental, family care, adoption, and surrogacy leaves.
• Flexible work hours and a supportive work‑life balance culture.