Production/Application Support Manager

Note: We need an Application Support Manager or Production Support Manager with mobility environment experience. Experience in both iOS and Android environments is preferred but experience with either is acceptable. Title: Production/Application Support Manager Location: Issaquah, WA Duration: 6-12 Months Contract Key Responsibilities: 1. Cross-Platform Incident Coordination & Triage * Act as the central point of contact (Incident Commander) for P1/P2 production incidents affecting iOS and Android apps. * Lead triage calls with mobile engineers, backend teams, cloud infrastructure, and third-party vendor teams to pinpoint root causes rapidly. * Coordinate emergency hotfix lifecycles across both platforms, including code patch approval, fast-track QA validation, and store submissions. * Drive blameless Root Cause Analysis (RCA) meetings post-incident and track prevention action items through to completion. 2. Release Operations & App Store Governance * Coordinate staged rollouts across Google Play Console and Apple App Store Connect, monitoring crash-free user rates and health metrics at each rollout percentage. * Facilitate the go/no-go readiness reviews for bi-weekly/monthly mobile releases in alignment with Product, Engineering, and QA. * Manage rollbacks, feature flag toggles (e.g., LaunchDarkly), and remote configuration updates during critical incidents. 3. Monitoring, SLA Management & Operational Health * Establish and track key operational metrics (MTTD, MTTR, Crash-Free Session Rate, App Store Vitals, and API Latency). * Maintain live dashboards in monitoring suites (e.g., Firebase Crashlytics, Datadog, New Relic, Splunk, Dynatrace). * Ensure support documentation, runbooks, escalation matrices, and operational playbooks are up to date. * Oversee Tier 2 support escalation queues in Jira / ServiceNow, ensuring SLAs are met across all incident severity levels. 4. Stakeholder Communication & Support Liaison * Translate complex technical issues into clear business updates for executive leadership, product management, and support teams. * Interface with Customer Operations and Social Media teams to monitor end-user sentiment, app store reviews, and incoming user complaints. * Align mobile engineering priorities with support trends by analyzing recurring incident patterns and converting them into tech debt / bug backlog items. Required Technical Skills: * Mobile Ecosystem Understanding: solid grasp of both iOS (Swift, App Store Connect, TestFlight) and Android (Kotlin/Java, Google Play Console) development lifecycles and release processes. * Observability & Monitoring: Experience using Firebase Crashlytics, Datadog, Splunk, Dynatrace, or New Relic to track app metrics and triage issues. * Network & API Analysis: Fundamental understanding of RESTful APIs, JSON, microservices architecture, and network debugging tools (Charles Proxy, Postman). * ITSM & Process Management: Proficiency with Jira, ServiceNow, Confluence, and ITIL

practices (Incident, Problem, and Change Management). * Feature Management: Familiarity with remote config tools and feature flag platforms (e.g., LaunchDarkly, Firebase Remote Config). Preferred Qualifications: * Bachelor”s Degree in Computer Science, Information Systems, or equivalent experience. * ITIL v3/v4 Foundation certification. * Background as an Android or iOS engineer prior to moving into technical support coordination / engineering operations. * Experience managing distributed On-Call rotations and handovers across different time zones. Soft Skills: * Outstanding leadership, calm demeanor under pressure, and strong command of critical incident bridges. * Clear and concise written/verbal communication skills tailored for technical and non-technical audiences. * Strong negotiation and prioritization skills to balance production stability with feature delivery goals.