Job Title: Java Production Support Manager
Location: Issaquah, WA relocation from only nearby state
Duration: 12+ months contract
Job Description:-
Responsibilities:
1. Cross-Platform Incident Coordination & Triage
* Lead triage calls with mobile engineers, backend teams, cloud infrastructure, and third-party vendor teams to pinpoint root causes rapidly.
* Coordinate emergency hotfix lifecycles across both platforms, including code patch approval, fast-track QA validation, and store submissions.
* Drive blameless Root Cause Analysis (RCA) meetings post-incident and track prevention action items through to completion.
2. Release Operations & App Store Governance
* Coordinate staged rollouts across Google Play Console and Apple App Store Connect, monitoring crash-free user rates and health metrics at each rollout percentage.
* Facilitate the go/no-go readiness reviews for bi-weekly/monthly mobile releases in alignment with Product, Engineering, and QA.
* Manage rollbacks, feature flag toggles (e.g., LaunchDarkly), and remote configuration updates during critical incidents.
3. Monitoring, SLA Management & Operational Health
* Establish and track key operational metrics (MTTD, MTTR, Crash-Free Session Rate, App Store Vitals, and API Latency).
* Maintain live dashboards in monitoring suites (e.g., Firebase Crashlytics, Datadog, New Relic, Splunk, Dynatrace).
* Ensure support documentation, runbooks, escalation matrices, and operational playbooks are up to date.
* Oversee Tier 2 support escalation queues in Jira / ServiceNow, ensuring SLAs are met across all incident severity levels.
4. Stakeholder Communication & Support Liaison
* Translate complex technical issues into clear business updates for executive leadership, product management, and support teams.
* Interface with Customer Operations and Social Media teams to monitor end-user sentiment, app store reviews, and incoming user complaints.
* Align mobile engineering priorities with support trends by analyzing recurring incident patterns and converting them into tech debt / bug backlog items.
Qualifications & Skills:
Required Technical Skills:
* Observability & Monitoring: Experience using Firebase Crashlytics, Datadog, Splunk, Dynatrace, or New Relic to track app metrics and triage issues.
* Network & API Analysis: Fundamental understanding of RESTful APIs, JSON, microservices architecture, and network debugging tools (Charles Proxy, Postman).
* ITSM & Process Management: Proficiency with Jira, ServiceNow, Confluence, and ITIL practices (Incident, Problem, and Change Management).
* Feature Management: Familiarity with remote config tools and feature flag platforms (e.g., LaunchDarkly, Firebase Remote Config).
Preferred Qualifications:
* Bachelor's Degree in Computer Science, Information Systems, or equivalent experience.
* ITIL v3/v4 Foundation certification.
* Experience managing distributed On-Call rotations and handovers across different time zones.
Soft Skills:
* Outstanding leadership, calm demeanor under pressure, and strong command of critical incident bridges.
* Clear and concise written/verbal communication skills tailored for technical and non-technical audiences.
* Strong negotiation and prioritization skills to balance production stability with feature delivery goals.
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