Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you’ll be part of a passionate team dedicated to accomplishing hard things, together.
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…