Production Support Supervisor**On site in Dayton, OH
About the Business
About the Team
LexisNexis Command Center IT Operations supports the reliability and availability of a broad portfolio of customer-facing production systems, enterprise systems and services, network infrastructure, and online content-processing operations.
About the Role
The Supervisor provides day-to-day team leadership and hands-on technical support. This role coordinates shift activities, leads major incident response, manages escalations, and ensures that technical issues and business impacts are communicated clearly and promptly. The Supervisor also leads projects and continuous service improvement initiatives, contributes new ideas, and helps team members achieve their objectives.
Work Schedule and Location***Required
- Work schedule Sunday, Monday, and Tuesday, plus every other Saturday
- 6:00 p.m. to 6:30 a.m. Eastern Time
- Position required to be on-site in Miamisburg, Ohio
- US Citizen required for additional clearance after start
Requirements
- Bachelor’s degree in a related technology field or equivalent work experience.
- Demonstrated leadership experience in a technical or operational environment. This may include experience as a supervisor, team lead, incident lead, technical lead, or mentor.
- Experience leading major incident response in a production support environment.
- Experience coordinating people, priorities, and resources in a fast-paced support environment.
- Strong decision-making, troubleshooting, coaching, and conflict-resolution skills.
- Excellent written and verbal communication skills, including the ability to explain technical issues and business impacts to nontechnical audiences and leadership.
- Broad technical support experience across customer-facing production and enterprise environments. Areas may include systems and services, cloud or network infrastructure, or automated content-processing workflows and job streams.
- Experience with incident, problem, change, and service-request management processes.
- Working knowledge of one or more of the following: AWS, Microsoft Azure, Windows, Linux, or networking.
- Experience with operational monitoring, IT service management, logging, or cloud platforms. Examples include ServiceNow, Datadog, Splunk, Broadcom CA Spectrum, AWS, Microsoft Azure, or similar tools.
- Ability to balance team leadership, hands-on technical support, project responsibilities, and multiple priorities during high-impact incidents.
Preferred Qualifications
- Experience with scripting and automation.
- Experience with data analytics, reporting, or operational dashboards.
- Experience using artificial intelligence tools to improve technical or operational processes.
- Relevant technical certifications, such as AWS, Microsoft Azure, CompTIA A+, CCNA, or comparable certifications.
Responsibilities
- Lead shift activities, priorities, staffing coverage, and escalations.
- Guide, coach, and mentor Command Center Production Support Analysts.
- Monitor customer-facing production systems, enterprise systems and services, and network infrastructure for availability and performance.
- Monitor automated content-processing workflows and job streams, identify failures or delays, and coordinate recovery to ensure content is available within online products.
- Investigate alerts and incidents, identify recovery actions, and escalate issues appropriately.
- Lead major incident calls and coordinate technical teams, service owners, and vendors through service restoration.
- Provide clear and timely updates to technical teams, stakeholders, and leadership.
- Ensure incidents, changes, and service requests are properly managed and documented.
- Lead projects and continuous service improvement initiatives involving processes, monitoring, automation, tools, and team capabilities.
- Identify and develop improvement ideas that increase operational effectiveness and service quality.
- Help team members establish priorities, overcome obstacles, and achieve individual and team objectives.
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 to help you fit everything in and work when you are the most productive
Working for You
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
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.
U.S. National Base Pay Range: $86,600 - $144,400. Geographic differentials may apply in some locations to better reflect local market rates. This job is eligible for an annual incentive bonus.We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Clickhereto access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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