Senior Manager of IT Production Support - Face Reality Skincare

Senior Manager of IT Production Support

Face Reality Skincare was created with one goal: to give people clear skin and confidence. With over 50 million people managing the physical and emotional toll of acne, we made it our mission to develop an effective way to achieve clear skin through adaptive, expert guidance by trained estheticians and premium formulas that use only tested, safe ingredients. We are dedicated to giving not just real results but celebrating people and their skin at every part of their journey.

Our Core Values

Integrity, Inclusive, Collaborative, Adaptive, Accessible

Our supportive business model ensures that everyone has a clear path to success and growth. We foster an inclusive space in which people are valued for who they are and are encouraged to collaborate to see goals fully realized. Fostering an open, honest culture gives us the opportunity to achieve greater trust internally and externally. Remaining flexible and adaptive allows us to remain responsive to the ever-changing world. Doing right, even if it is difficult, is of the utmost importance. 

Senior Manager of IT Production Support

This position is responsible for owning production issues and implementing processes to triage, troubleshoot, audit, document, escalate, and communicate issues and their solutions. This position reports to the Senior Director of IT and will work with cross-functional partners to evaluate system functionality and ensure smooth operations of all IT systems. The role requires a service minded and highly motivated problem solver with attention to detail. Currently, this position has one direct report.  This is a hybrid position where you will work on-site in Danville Tuesdays-Thursdays and remotely Mondays and Fridays.   *Please also note that we are not in a position to support Visa sponsorship at this time.

Responsibilities: 

• Junior Business Analyst will report to this position.
• Triage, troubleshoot, document, communicate, and escalate issues based on urgency and priority. 
• Perform root cause analysis to determine point of failure regardless of source. 
• Provide a rapid response and ownership of issues and requests. 
• Manage multiple critical and high visibility issues and communicate to leadership team as needed.
• Create and maintain processes to manage and provide visibility to business partners. 
• Work with developers, vendors, business owners, project management, and cross-functional partners to expedite and resolve errors impacting productivity. 
• Serve as a key member of IT leadership to provide insight into impacts on production system changes. 
• Create an environment of trust and open communication with our cross functional partners. 
• Articulate requirements for solutions to production bugs, test solutions, and provide feedback or context on features and functionality that may negatively impact our systems or our internal/external customer experience. 
• Explore business and technology alternatives to optimize and/or augment existing IT solutions.
• Proactively monitor integrations with various systems including e-commerce, ERP, CRM, and data warehouse. 
• Create baseline metrics/KPIs to track systems health. 
• Manage a small team and mentor/develop skills in fellow team members. 

Requirements:

• Bachelor's degree in relevant field or equivalent experience.
• 9+ years of IT production support, IT application support, or related field. 
• Proven strength of technical troubleshooting abilities. 
• Proficient in SQL for trouble shooting and data analysis.
• Proficient in technical data analysis and software testing.
• Strong customer service and people skills, able to partner with Service, Support, Sales, Marketing, Operations, and Finance teams.  
• Understanding of middleware technologies.
• Understanding of Azure cloud platform. 
• Understanding of relational database management systems. 
• Expert communication skills, with an ability to articulate and document complex technical concepts with simplicity to non-technical stakeholders. 
• Proven record of taking ownership and driving meaningful results. 
• Experience working with development partners to stabilize production environments. 
• Cross-functional team player with a track record of building positive relationships, and 
  influencing without authority. 
• Experience growing and mentoring a team. 
• Ability to work and complete projects with minimal supervision. 
• Strong quantitative, analytical, and problem-solving skills. 
• Business acumen: you're able to gather, collect, and analyze data and form connections between various pieces of information to find where an error originated and effectively communicate to all partners. 
• Experience with any of the following is a plus- Celigo, NetSuite, Shopify, Jira 

Physical Requirements:

• Lifting and Carrying: Ability to lift and carry computer equipment, such as monitors, CPUs, and printers, up to 25 pounds.
• Sitting for Extended Periods: Comfortable sitting at a desk or workstation for extended periods while working on computers and other devices.
• Keyboard and Mouse Use: Proficient in using a keyboard and mouse for data entry, coding, and other tasks.
• Visual Acuity: Good vision to read computer screens, documents, and code.
• Manual Dexterity: Precise finger and hand movements for typing, manipulating cables, and connecting peripherals.
• Mobility: Ability to move around the office including stooping, crouching, crawling, and/or kneeling to troubleshoot hardware issues or assist users with IT-related problems.

Salary Range: $140k - $160k plus bonus and full benefits