Production Support Engineering Manager

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of

RELX

, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today's top model creators for each individual legal use case.

About the Role

The Production Support Manager leads a global team responsible for maintaining, stabilizing, and continuously improving mission-critical software systems in production. This role ensures system reliability, quick resolution of bugs and incidents, and operational excellence through disciplined process management and strong technical leadership.

The manager functions as the bridge between productions support engineering and support — overseeing escalations, post-release maintenance, and continuous improvement initiatives to sustain optimal product performance and customer satisfaction.

They are accountable for driving product and service quality, incident prevention, and timely bug and incidents resolution, while fostering collaboration and technical excellence across distributed teams.

Responsibilities

• Lead and mentor a global production support team responsible for sustaining live products across time zones.
• Oversee all production-level escalations, ensuring timely recovery from outages and high-severity issues/bugs.
• Lead root-cause investigations and ensure actionable follow-ups are implemented.
• Ensure production environments are fully supported, monitored, and compliant with deployment readiness standards
• Partner with SRE and Release Management to enhance scalability, resilience, and release automation
• Drive continuous feedback loops between customer-facing teams and development to identify recurring issues and systemic improvements.
• In partnership with QE develop effective testing practices. Support use of automated test framework.
• Improved uptime and service reliability
• Consistent delivery of stable maintenance releases and enhancements

Requirements

• Bachelor's degree in Computer Science, Software Engineering, or a related technical field.
• 10+ years of experience in production support, software engineering, or system operations, including 2+ years in a leadership role.
• Proven record of managing global or distributed technical teams, ideally in a 24/7 production environment.
• Strong understanding of incident and bug management, root-cause analysis (RCA), system dependencies, and post-deployment stabilization.
• Ability to balance strategic leadership with hands-on technical engagement in resolving high-impact production issues.
• Familiarity with ITIL and DevOps-based operational frameworks.
• Experience with monitoring and observability tools (Datadog, Coralogix, Splunk, Grafana).

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Medical Aid
• Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
• Modern family benefits, including adoption and surrogacy
• Study Leave

About the Business

LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.

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