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Sr. Manager, Applications/Production Support

Irvine, CA, United States
Job ID: 43366


Sr. Manager, Applications/Production Support

Ingram Micro is an integral part of the technology and commerce ecosystems, helping our partners grow and thrive through the creation and delivery of Information Technology, Lifecycle Management, e-Commerce Logistics, and Cloud solutions. With $49 billion in revenue and the ability to reach 90% of the global population, we have become the world’s largest technology distributor with operations in 59 countries and more than 35,000 associates.

This position is in the Irvine, California corporate headquarters and has the opportunity for hybrid work with up to three days remote per week.

Your role:

Manage a large production support, QA and release management team including managers and supervisors.

Oversee all production incidents for assigned software systems/products. Prioritize, assign and track all incidents through closure in a timely manner per Ingram Micro’s SLA policy. Coordinate escalation and resolution with business and IT teams. Manage production support teams at multiple locations including Irvine and offshore. Manage third party vendor resources/contractors.

Participate and lead bridge calls for all critical/high severity incidents. Communicate incidents’ status across multiple countries. Provide daily monitoring and status reports.

Provide leadership to the QA team. Ensure regression testing is planned and completed to cover all assigned applications, product releases and deployments. Guide the team in creating and maintaining automated test scripts. Coordinate functional acceptance testing with business and development teams. Provide leadership to QA Manager and QA team in triaging and tracking testing defects.

Coordinate with Global IT operations and infrastructure team to test upgrades, patches and maintenance of hardware/software for the assigned applications.

Participate in SOX and other compliance audits. Act as application owner for multiple servers. Coordinate and review/approve business user accesses.

Provide input in defining operation plans and strategies. Provide input into strategic decisions that may impact functional/technical areas. Work toward objectives established for the team. Recommend and implement departmental specific procedures. Use interpersonal skills to influence customers, teams, vendors and peer managers.

What you bring to the role:

  • 12+ years of experience in IT applications development/production support or similar and of which last 5+ years of experience in management.
  • Hands on knowledge of .Net, C#, C, Oracle, SQL is desirable
  • Experience with various release management tools and processes
  • Experience with SOX and other compliance/audit requirements related to IT/app dev
  • Strong communication and collaboration skills
  • Ability of work with all levels of management
  • 5 years of supervisory experience is needed
  • 5 years of incident tracking experience is needed
  • Experience in troubleshooting software applications incidents/defects is required
  • Knowledge of supply chain and/or warehouse management systems is desirable
  • ITIL experience is desirable

* Please be prepared to provide three current work references and pass a criminal background check and drug test.


This is not a complete listing of the job duties.  It’s a representation of the things you will be doing, and you may not perform all these duties.


Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

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