Production Support Lead

Description

The Production Support Lead works with all departments within the studio to ensure R&D QA, tools, and workflows are performing appropriately and issues are resolved in a timely manner. This involves communicating with departments both inside and outside R&D to learn where problems may lie and designing appropriate support processes to prioritize and resolve them. The Production Support Lead also acts as a representative of the R&D Group, the Technology Division, and the studio. As a part of the R&D Group, it is expected the Production Support Lead will stay current on industry trends and proactively suggest ways support can be improved.

Principal Duties and Responsibilities

* Assist, guide, and mentor production support technicians with problem resolution.
* Plan, coordinate, and provide administrative direction and support for daily operational activities of the Support Team.
* Provide escalation support for urgent, technically complex, mission critical, or politically important customer issues, and maintain ownership of issue until efforts resolve it completely.
* Oversees the administration, maintenance, turn-around, and accuracy of information in the help desk issue tracking software.
* Proactively seek new technologies, techniques, and processes that will benefit support.
* Create reports and proposals as needed.
* Lead triage meetings to share knowledge with other developers and develop customer solutions efficiently.
* Provide input on tool and supportability improvements. Highlight support trends and develop action plans to address support issues.
* Develop, maintain, and implement QA procedures for releases.
* Work with department heads, production representatives, and users to forecast support requirements.
* Plan and maintain department budget.
* Manage production technician staffing including recruitment, supervision, scheduling, career development, and evaluation. Interpersonal Contacts The Production Support Lead interfaces with all staff of the production including artists and TDs as well as production management. The Production Support Lead needs to be an effective communicator in both verbal and written communication.