Manager, Production Support

Manager, Production Support - Business Technology

McLean, Virginia, USA | Work Model: On-site at Appian Headquarters

Lead global follow-the-sun support operations and drive AI-powered operational excellence to ensure 24/7/365 seamless performance of Appian's enterprise software platform and mission-critical business applications.

ABOUT THE TEAM

Our Production Support team within Business Technology at Appian is dedicated to ensuring our enterprise software platform and internal business applications operate seamlessly 24/7/365. We operate in a highly collaborative, fast-paced global environment focused on deep-tier technical troubleshooting, rapid incident resolution, and continuous monitoring. By joining this specialized group, you will direct a multi-region team managing applications built on Appian’s AI-Powered Process Automation platform, relational databases, and enterprise SaaS integrations.

THE OPPORTUNITY

We are seeking a Production Support Manager with strong technical acumen, people management expertise, and experience utilizing AI tools to lead our global follow-the-sun support operations across the US, India, and Australia. In this role, you will define support standards, manage operational handoffs, and optimize SLAs/OLAs while acting as the primary escalation point for critical system outages. Instead of relying on traditional support routines, you will drive modern AIOps strategies, embed predictive monitoring, automate incident workflows, and foster a proactive culture of platform stability and resilience.

WHAT YOU'LL DO

Lead and scale global follow-the-sun support operations across three continents, ensuring seamless 24/7 coverage with optimized handoff protocols and team performance metrics that drive continuous improvement.

Architect and implement AI-driven monitoring and automation strategies using AIOps platforms to enable predictive incident detection, automated remediation, and reduced escalation rates.

Execute deep-tier technical troubleshooting for complex platform issues involving Appian architecture, SQL database management, enterprise integrations with Salesforce and NetSuite, and REST API connectivity.

Partner with Engineering, Product, and Business Technology stakeholders to drive root cause analysis, implement problem management frameworks aligned with ITIL best practices, and deliver proactive system improvements.

Establish operational excellence standards including incident response playbooks, knowledge management systems, and training programs that elevate team capabilities and reduce resolution times.

Drive continuous optimization of enterprise application support processes through data-driven insights, automation tooling, and modern ITSM frameworks that scale with organizational growth.

Plan and execute regular system upgrades, feature enhancements, security patches, and infrastructure maintenance across connected application environments with minimal business disruption.

REQUIRED QUALIFICATIONS

Education: Hold a Bachelor's degree or higher in Computer Science, Information Systems, or a related STEM field.

Experience: 5 plus years of experience in enterprise production support, application operations, or SaaS platform reliability engineering with progressive leadership responsibility.

Platform Architecture: Deep expertise in Appian Platform Architecture including application design, performance optimization, and enterprise deployment models.

Database Management: Advanced proficiency in SQL/PostgreSQL database administration, query optimization, and troubleshooting.

Enterprise Integrations: Proven experience managing complex integrations using REST APIs, OAuth/SAML authentication protocols, and enterprise systems such as Salesforce and NetSuite.

ITSM Standards: Demonstrated application of ITSM frameworks for incident management, problem management, and change control in enterprise environments.

AI Fluency: Proven fluency in AI and LLMs, encompassing both the strategic development of AI-powered platform capabilities and the hands-on application of AI tools to accelerate daily workflows.

Monitoring and Automation: Hands-on experience implementing AI-driven monitoring solutions, automated alerting systems, and operational automation tools.

PREFERRED QUALIFICATIONS

Appian Certification: Hold Appian Lead Developer or Senior Developer Certification demonstrating advanced platform expertise.

AIOps Platforms: Experience implementing or managing AIOps platforms for predictive analytics, anomaly detection, and intelligent incident response.

SaaS Operations: Background in enterprise SaaS support operations with 24/7 global coverage models and follow-the-sun team structures.

Leadership: Proven track record managing distributed technical teams across multiple time zones with strong coaching and talent development capabilities.

Ecosystem Experience: We value experience with enterprise platforms such as Salesforce as these skills translate well into our Enterprise-Grade Orchestration environment.

The base salary range represents a good faith and reasonable estimate of the range at the time of posting. Actual compensation will be dependent on a number of factors including, but not limited to, the candidate’s relevant work experience, qualifications, internal peer equity, and market and business conditions that exist when extending an offer. A discretionary bonus may be awarded in recognition of individual and company performance.

In addition, Appian provides generous benefits offerings that include a 401(k) plan with company match, flexible time off, paid parental leave, medical, dental, and vision plans, life insurance, disability insurance, wellness programs, flexible spending accounts, health savings account contributions, an employee referral bonus program, and learning and development resources. Certain positions may be eligible for equity awards.

Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation, commission, bonus, or benefit plans.

Base Salary Range

$100,000—$200,000 USD