Production Support Manager IT III; Hybrid

Position: Production Support Manager IT III (Hybrid)
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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands:
Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox,  and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us.

We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside.  There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!
** Manager, IT – L2 Production Support
**** Locations:
Dallas, TX or Akron, OH (Hybrid)
**** POSITION SUMMARY**:

The L2 Production Support Manager is responsible for the leadership, performance, and operational excellence of the Level 2 production support function for Signet’s enterprise integrations platform. This role oversees an offshore, vendor-based L2 support team ensuring high availability, stability, and performance of mission-critical integrations supporting enterprise business systems.

The manager serves as the primary escalation point for complex production issues, drives vendor accountability, and ensures service level commitments are met or exceeded. This role partners closely with L1, L3, architecture, and application teams and leverages Jira Service Management and Confluence to manage demand, workflows, and operational knowledge. The position requires
** hands-on technical oversight during major incidents** (reviewing logs/metrics, guiding troubleshooting, validating remediation plans) while also providing
** operational leadership and coordination
** across teams and vendors. While the role primarily operates during standard business hours, availability during off-hours and weekends is required to support critical production incidents.
** RESPONSIBILITIES:
**** Leadership & People Management
*** Manage and lead an offshore, vendor-based L2 production support team.
* Establish clear performance expectations, accountability measures, and service delivery standards across all L2 resources.
* Foster a culture of collaboration, ownership, continuous improvement, and operational excellence within an offshore delivery model.
* Actively manage vendor relationships, including performance reviews, issue escalation, staffing needs, and contract adherence.
* Provide coaching, mentoring, and development guidance to ensure technical depth and production readiness across the L2 team.
* Maintain quality of service by establishing and enforcing team standards and support practices
** Production Support & Operations
*** Own L2 support for enterprise integrations built on AWS services and
** Informatica (e.g., IICS and/or Power Center, as applicable)****,
** including on-premises, cloud-based, and SFTP-driven integration processes. Serve as the technical and managerial escalation point for complex production incidents impacting critical enterprise systems.
* Ensure timely incident response, root cause analysis, remediation, and communication in alignment with SLAs and operational standards
* Provide hands-on oversight for
** P1/P2 incidents**, including directing technical triage, validating root cause, and ensuring corrective actions are implemented and documented.
* Utilize the organization’s
** AI-enabled support recommendation*
* ** solution
* * to accelerate incident triage and resolution by applying suggested fixes/next steps, validating recommendations, and capturing outcomes to improve knowledge quality and recommendation accuracy.
* Partner with L1 support to enable effective triage, reduce escalations through knowledge transfer, and improve first-contact resolution.
* Coordinate with L3 engineering, architecture, and application teams to resolve systemic issues and prevent recurrence.
* Ensure…