Senior Manager, Production Engineering

Our story

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

Our Values :

Champion People – be empathetic and help create a place where everyone belongs.

Grow with purpose – Be inspired by our higher calling of improving lives.

Be Alight – act with integrity, be real and empower others.

It’s why we’re so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at careers.Alight.Com.

Senior Delivery Manager (Production Support and DevOps)

The person is responsible for ensuring the smooth and reliable operation of production systems and applications, acting as a point of contact for incidents and ensuring the efficient resolution of issues. They also play a key role in incident management, root cause analysis, and continuous improvement efforts. The person should have excellent leadership and people management skills and should be able to lead a large team of Production Support and DevOps Engineers.

Key roles and responsibilities :

Incident Management and Support :

Monitoring and Troubleshooting : Continuously monitor systems and applications for performance issues, incidents, and alerts, and proactively respond to incidents.

Issue Resolution : Diagnose and resolve production issues using advanced troubleshooting techniques.

Root Cause Analysis : Perform in-depth analysis to identify the root causes of incidents and prevent recurrence.

Documentation and Communication : Create and maintain documentation related to production issues and resolutions, and effectively communicate with stakeholders, including development and operations teams.

Incident Management : Oversee the incident management process, including prioritization, escalation, and resolution, ensuring timely and effective incident resolution.

System Performance and Optimization :

Performance Monitoring : Monitor system performance metrics, identify bottlenecks, and recommend solutions for performance optimization.

Process Improvement : Implement and maintain processes and procedures to improve production support efficiency and reduce downtime.

Automation : Identify and implement automation opportunities to streamline repetitive tasks and reduce manual effort.

Data Analysis : Analyze data related to production performance, incident trends, and support requests to identify areas for improvement and optimization.

Cross-Functional Collaboration :

Collaboration with Development and Operations : Work closely with development, operations, and other relevant teams to ensure seamless software deployment and integration.

Communication and Reporting : Provide regular reports on system performance, incident status, and support metrics to senior management and stakeholders.

On-Call Support : Participate in on-call rotations and respond to production issues after business hours.

Other Responsibilities :

Training and Documentation : Develop and deliver training materials and documentation to support production support teams.

Process Improvement : Identify and implement improvements to production support processes and procedures.

Knowledge Management : Maintain and update knowledge databases and documentation to support troubleshooting and incident resolution.

Continuous Improvement : Drive continuous improvement initiatives to enhance the overall efficiency and reliability of production support.

Technical Skills :

Excellent knowledge of ServiceNow, NewRelic, AWS Cloud, Application, System, Network, Cloud and DevOps.

Experience : 12-18 years

Certification :

ITIL, AWS Certification are desired

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as several voluntary benefit options.

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position : SSN / SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and / or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Inclusion

We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@alight.com.

Equal Opportunity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation / modification by contacting their recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

• Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities;

including but not limited to subsidiaries, partners, or purchasers of Alight business units.