Production Support Manager IT III (Hybrid)

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

Manager, IT – L2 Production Support

Locations: Dallas, TX or Akron, OH (Hybrid)

POSITION SUMMARY:

The L2 Production Support Manager is responsible for the leadership, performance, and operational excellence of the Level 2 production support function for Signet’s enterprise integrations platform. This role oversees an offshore, vendor-based L2 support team ensuring high availability, stability, and performance of mission-critical integrations supporting enterprise business systems.

The manager serves as the primary escalation point for complex production issues, drives vendor accountability, and ensures service level commitments are met or exceeded. This role partners closely with L1, L3, architecture, and application teams and leverages Jira Service Management and Confluence to manage demand, workflows, and operational knowledge. The position requires hands-on technical oversight during major incidents (reviewing logs/metrics, guiding troubleshooting, validating remediation plans) while also providing operational leadership and coordination across teams and vendors. While the role primarily operates during standard business hours, availability during off-hours and weekends is required to support critical production incidents.

RESPONSIBILITIES:

Leadership & People Management

• Manage and lead an offshore, vendor-based L2 production support team.
• Establish clear performance expectations, accountability measures, and service delivery standards across all L2 resources.
• Foster a culture of collaboration, ownership, continuous improvement, and operational excellence within an offshore delivery model.
• Actively manage vendor relationships, including performance reviews, issue escalation, staffing needs, and contract adherence.
• Provide coaching, mentoring, and development guidance to ensure technical depth and production readiness across the L2 team.
• Maintain quality of service by establishing and enforcing team standards and support practices

Production Support & Operations

• Own L2 support for enterprise integrations built on AWS services and Informatica (e.g., IICS and/or PowerCenter, as applicable), including on-premises, cloud-based, and SFTP-driven integration processes. Serve as the technical and managerial escalation point for complex production incidents impacting critical enterprise systems.
• Ensure timely incident response, root cause analysis, remediation, and communication in alignment with SLAs and operational standards
• Provide hands-on oversight for P1/P2 incidents, including directing technical triage, validating root cause, and ensuring corrective actions are implemented and documented.
• Utilize the organization’s AI-enabled support recommendation solution to accelerate incident triage and resolution by applying suggested fixes/next steps, validating recommendations, and capturing outcomes to improve knowledge quality and recommendation accuracy.
• Partner with L1 support to enable effective triage, reduce escalations through knowledge transfer, and improve first-contact resolution.
• Coordinate with L3 engineering, architecture, and application teams to resolve systemic issues and prevent recurrence.
• Ensure operational stability, availability, and performance of integration interfaces supporting core business processes.
• Support production readiness and knowledge transfer processes for new integrations and enhancements transitioning into L2 support.

Platform, Tooling & Technology Oversight

• Maintain strong working knowledge of the integrations platform, including AWS-based services, integration patterns, and the organization’s Informatica footprint (e.g., IICS and/or PowerCenter, as applicable).
• Ensure monitoring, alerting, dashboards, and operational runbooks are in place and actively maintained for all supported integrations.
• Utilize Jira Service Management to manage operational demand including incidents, service requests, problems, and workflow intake for the L2 team.
• Leverage Confluence to maintain production documentation, runbooks, standard operating procedures, and knowledge articles.
• Identify opportunities to improve reliability, resiliency, automation, and operational efficiency across the integration landscape.
• Ensure the health and efficiency of technical assets are maintained and continually improved

Strategy, Process & Continuous Improvement

• Define and enforce production support processes aligned to ITIL and enterprise support standards.
• Analyze incident trends, demand patterns, and recurring issues to drive proactive remediation and long-term stability improvements.
• Identify, evaluate, and collaborate with stakeholders regarding opportunities for improvement and provide constructive suggestions for change
• Identify and alert management of problems that will impact progress on operational commitments or initiatives
• Drive cost optimization through demand shaping, right-sizing, productivity improvements, and reduction of recurring incidents/escalations.
• Establish and report vendor performance scorecards (SLA attainment, quality, productivity, responsiveness) and lead corrective actions.
• Provide visibility into operational health, risks, and performance metrics to leadership and key stakeholders.

Communication & Stakeholder Engagement

• Grow and maintain relationships with business leaders and customers at all levels in the organization
• Communicate clearly and effectively during incidents, including executive-level updates when required.
• Collaborate cross-functionally to align production support priorities with business needs and enterprise technology strategy.
   

POSITION QUALIFICATIONS:

• 10+ years of IT experience, including significant experience in production support and operations
• 5+ years of experience managing production support teams, including offshore and vendor-based delivery models.
• Strong background supporting enterprise integration platforms, preferably leveraging AWS services, Informatica, and SFTP-based integrations.
• Demonstrated experience managing vendor-based delivery models and driving accountability across partners.
• Hands-on experience using Jira Service Management and Confluence to manage operational demand and production knowledge.
• Strong listening, verbal, and written communication skills with the ability to translate technical information into understandable terms for varied audiences

Preferred Qualifications:

• Experience supporting large-scale, mission-critical enterprise integrations in a retail or enterprise environment.
• Familiarity with ITIL-aligned production support processes and service management practices.
• Experience partnering with L1 and L3 support models in a tiered production support organization.
• AWS or cloud-related certifications are a plus.

BENEFITS & PERKS:

• Competitive healthcare, dental & vision insurance
• 401(k) matching after one year of employment
• Generous time off + company holidays
• Merchandise discount
• Learning & Development programs
• Much more!