Manager, Production Support
Appian · McLean, Virginia
About this role
**Manager, Production Support — Business Technology** **Location / Work Model**: McLean, Virginia, USA | On-site at Appian Headquarters --- **About the Team** Our Production Support team within Business Technology ensures Appian’s enterprise software platform and internal business applications operate seamlessly **24/7/365**. You’ll work in a collaborative, fast-paced global environment focused on deep-tier technical troubleshooting, rapid incident resolution, and continuous monitoring. --- **The Opportunity** Lead global **follow-the-sun** support operations and drive **AI-powered operational excellence** to ensure seamless performance of Appian’s enterprise platform and mission-critical business applications. You’ll define support standards, manage operational handoffs, optimize **SLAs/OLAs**, and serve as the primary escalation point for critical outages—using modern **AIOps** strategies, predictive monitoring, and automated incident workflows. --- **What You’ll Do** - Lead and scale global follow-the-sun support operations across three continents with optimized handoff protocols and performance metrics. - Architect and implement AI-driven monitoring and automation (predictive detection, automated remediation, reduced escalations). - Perform deep-tier troubleshooting for complex platform issues (Appian architecture, SQL/PostgreSQL, enterprise integrations, REST API connectivity). - Partner with Engineering, Product, and Business Technology on root cause analysis and problem management aligned with ITIL best practices. - Establish operational excellence standards (incident response playbooks, knowledge management, training programs). - Continuously optimize support processes using data-driven insights, automation tooling, and modern ITSM frameworks. - Plan and execute upgrades, feature enhancements, security patches, and infrastructure maintenance with minimal business disruption. --- **Required Qualifications** - **Education**: Bachelor’s degree or higher in Computer Science, Information Systems, or related STEM field. - **Experience**: 5+ years in enterprise production support / application operations / SaaS reliability engineering with progressive leadership responsibility. - **Platform Architecture**: Deep expertise in Appian Platform Architecture (design, performance optimization, enterprise deployment models). - **Database Management**: Advanced SQL/PostgreSQL administration, query optimization, and troubleshooting. - **Enterprise Integrations**: Experience with REST APIs, OAuth/SAML, and systems like Salesforce and NetSuite. - **ITSM Standards**: Demonstrated use of ITSM frameworks for incident, problem, and change management. - **AI Fluency**: Proven fluency in AI/LLMs—strategic development and hands-on application. - **Monitoring & Automation**: Hands-on experience implementing AI-driven monitoring, automated alerting, and operational automation. --- **Preferred Qualifications** - Appian Lead Developer or Senior Developer Certification. - Experience implementing/managing AIOps platforms (predictive analytics, anomaly detection, intelligent incident response). - Background in 24/7 global SaaS operations and follow-the-sun team structures. - Proven leadership managing distributed technical teams across time zones. - Experience with enterprise platforms such as Salesforce. --- **Base Salary Range** **$100,000 — $200,000 USD** --- **Benefits (Highlights)** 401(k) with company match, flexible time off, paid parental
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