What does a production support manager do?
Production support managers will require good skills in infrastructure, service delivery, functions of Windows, and have a drive for continuous improvement. The tasks involved for this career will be discussion and support aspects with application development management, as well as provision of technical support fsor mainframe production cycle jobs and troubleshooting of issues.
Production support manager responsibilities
Here are examples of responsibilities from real production support manager resumes:
- Lead project to implement cross-platform scheduling between CA7 and AutoSys.
- Manage the SharePoint development projects, as well as, administration of the servers.
- Manage large scale/multi-team projects for multi-million dollar clients requesting international VPN, frame relay, multiprotocol or SNA connectivity.
- Provide 24X7 production support and crisis management of DB2 batch processing and user problems requiring extensive research and analysis using CA7.
- Perform QA and configuration release management for production applications
- Provide production support leadership for host infrastructure and applications ensuring service level agreements are adhere to.
- Run UNIX and SQL scripts provide by L2 to start, stop, and put jobs on hold.
- Involve in COBOL programming using IMS and DB2 databases.
- Support end users with all PC and LAN base applications.
- Evaluate data, scripts and log files using UNIX and SQL.
- Create and modify various scripts to create error coding for Autosys implementation standards.
- Direct a team of five mainframe developers and coordinate with the GL development team.
- Gather business requirements and follow-up with design, UAT, QA and implementation of projects.
- Negotiate with vendors, monitor the quality and cost of their work and enforce SLAs.
- Implement a service desk base on the ITIL framework, direct daily operations and support team activities.
Production support manager skills and personality traits
We calculated that 22% of Production Support Managers are proficient in HR, Client Facing, and Remedy. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Production Support Managers that have these skills listed on their resume here:
- HR, 22%
Managed support for HR and Payroll systems.
- Client Facing, 22%
Managed the Client Support group, providing Level 1 and 2 support for client facing proprietary financial applications.
- Remedy, 19%
Provided leadership and supervision to the Onshore/Offshore resources and delegated responsibilities utilizing the Remedy Triage Ticket Process.
- Infrastructure, 3%
Implemented monitoring of key contributors for application infrastructure outages which helped in reducing the application infrastructure down time.
- Service Delivery, 2%
Established continuous monitoring of the service delivery procedures to enable support team to deliver high quality services.
- Java, 2%
Provided expertise and guidance in developing automated solutions like Payload extract tool, communication channel control through Eclipse Java.
Most production support managers use their skills in "hr," "client facing," and "remedy" to do their jobs. You can find more detail on essential production support manager responsibilities here:
Customer-service skills. The most essential soft skill for a production support manager to carry out their responsibilities is customer-service skills. This skill is important for the role because "computer support specialists must be patient and sympathetic." Additionally, a production support manager resume shows how their duties depend on customer-service skills: "ensured customer satisfaction goals pertaining to service delivery were met and sustained. "
Listening skills. Another soft skill that's essential for fulfilling production support manager duties is listening skills. The role rewards competence in this skill because "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." According to a production support manager resume, here's how production support managers can utilize listening skills in their job responsibilities: "handle difficult or escalated production issues with diplomacy and tact, ensuring issues are resolved and communicated in a timely manner. "
Problem-solving skills. production support managers are also known for problem-solving skills, which are critical to their duties. You can see how this skill relates to production support manager responsibilities, because "support workers must identify both simple and complex computer problems, analyze them, and solve them." A production support manager resume example shows how problem-solving skills is used in the workplace: "assist with identifying and implementing solutions to optimize operating efficiency of production systems and processes. "
Speaking skills. For certain production support manager responsibilities to be completed, the job requires competence in "speaking skills." The day-to-day duties of a production support manager rely on this skill, as "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." For example, this snippet was taken directly from a resume about how this skill applies to what production support managers do: "initiated and delivered support processes that addressed worldwide fix troubleshooting. "
Writing skills. Another common skill required for production support manager responsibilities is "writing skills." This skill comes up in the duties of production support managers all the time, as "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." An excerpt from a real production support manager resume shows how this skill is central to what a production support manager does: "manage daily underwriting workflow through reports, process improvements and coaching. "
The three companies that hire the most production support managers are:
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Compare different production support managers
Production support manager vs. Specialist
Specialists are employees who are responsible for specific tasks or activities in the department they are assigned to. The actions or tasks they work on are related to their educational background or work experiences. They are usually highly skilled in specializations related to the work they are assigned to. Specialists are also highly trained on the competencies that are required of their specialty. As such, they are focused on the skills and competencies that are needed to enhance their experience in their specific field further.
There are some key differences in the responsibilities of each position. For example, production support manager responsibilities require skills like "client facing," "remedy," "infrastructure," and "service delivery." Meanwhile a typical specialist has skills in areas such as "patients," "customer service," "work ethic," and "patient care." This difference in skills reveals the differences in what each career does.
The education levels that specialists earn slightly differ from production support managers. In particular, specialists are 6.4% less likely to graduate with a Master's Degree than a production support manager. Additionally, they're 0.9% more likely to earn a Doctoral Degree.Production support manager vs. Technical assistant
A technical assistant is responsible for supporting business operations by doing administrative and technical tasks under a direct supervisor or tenured staff. Duties of a technical assistant include creating meeting reports, scheduling events, responding to clients' inquiries through email and phone calls, monitoring office inventories, basic troubleshooting on defective equipment, providing recommendations on product development, and analyzing operations processes. Technical assistants require strong time-management and multi-tasking skills to perform tasks in a fast-paced environment and high-level operations.
Each career also uses different skills, according to real production support manager resumes. While production support manager responsibilities can utilize skills like "hr," "client facing," "remedy," and "infrastructure," technical assistants use skills like "patients," "customer service," "patient care," and "technical assistance."
Technical assistants may earn a lower salary than production support managers, but technical assistants earn the most pay in the insurance industry with an average salary of $36,918. On the other hand, production support managers receive higher pay in the finance industry, where they earn an average salary of $135,434.Average education levels between the two professions vary. Technical assistants tend to reach lower levels of education than production support managers. In fact, they're 7.5% less likely to graduate with a Master's Degree and 0.9% more likely to earn a Doctoral Degree.Production support manager vs. Computer technician
Computer technicians are skilled information technology professionals who handle concerns related to computers. They are responsible for assisting clients in software installations, troubleshooting needs, and repair needs. Computer technicians handle the maintenance and repair of both software and hardware of computers. They should be able to quickly pinpoint the causes of computer problems that the client encounters. They should also be able to answer the clients' computer-related inquiries and provide advice on proper computer handling. Computer technicians should have good analytical skills and decision-making skills.
The required skills of the two careers differ considerably. For example, production support managers are more likely to have skills like "hr," "client facing," "remedy," and "infrastructure." But a computer technician is more likely to have skills like "customer service," "desk support," "network printers," and "computer system."
Computer technicians make a very good living in the government industry with an average annual salary of $48,277. On the other hand, production support managers are paid the highest salary in the finance industry, with average annual pay of $135,434.computer technicians typically earn lower educational levels compared to production support managers. Specifically, they're 10.5% less likely to graduate with a Master's Degree, and 0.2% less likely to earn a Doctoral Degree.Production support manager vs. Trainee
Trainees' general responsibility is to familiarize themselves with the best practices and processes of their chosen careers. Some of the trainee's duties include shadowing with a tenured employee to understand various tasks, taking practical examinations to test knowledge extent, maintaining the eagerness to learn and a positive working attitude, assisting with customer inquiries, escalating concerns, and maintaining record progress. A trainee should be a team player, a fast learner, and the ability to handle constructive criticisms for improvement.
Types of production support manager
Updated January 8, 2025
