Production Support Senior Program Manager (.NET)

TL;DR

Production Support Senior Program Manager (.NET): Managing service operations and L2 application production support for large enterprise organizations with an accent on incident management and stakeholder communication. Focus on resolving complex E2E issues, optimizing KPIs under system OLAs, and coordinating cross-functional Dev and QA teams.

Location: Hybrid in Sarajevo or remote within Bosnia and Herzegovina

Company

hirify.global is a leading global IT services company specializing in placement for long-term contracts and permanent opportunities across financial, healthcare, and technology sectors.

What you will do

• Analyze and resolve incident tickets at L2 level, identifying impacted systems and coordinating E2E resolutions.
• Manage incident backlogs and prioritize ticket queues, ensuring resolution as per agreed timelines.
• Lead reporting cycles, including Monthly Business Reviews with power users and Weekly System Reviews.
• Coordinate with Program Managers and Team Leaders to resolve interdependencies and impediments.
• Collaborate in architecture meetings to provide operational support perspectives.
• Create knowledge artifacts and standard operating procedures (SOPs) for resolved issues.

Requirements

• Must be based in Bosnia and Herzegovina.
• Minimum 3 years of experience in the software development industry.
• 2+ years in a Production Support Program Manager role (L2/Tier 2).
• 2+ years of experience with SDLC, production release planning, and complex system architecture.
• Proven experience managing teams focused on triage, bug fixing, and minor enhancements for web applications.
• Excellent stakeholder management and communication skills.

Nice to have

• Experience with .NET Core, AngularJS, and REST.
• Proficiency with TFS/JIRA and JQL.
• Knowledge of RDMS such as SQL Server.
• Experience with release and deployment methodologies.

Culture & Benefits

• Competitive remuneration package with rewards for excellence.
• Access to cutting-edge technologies and a modern working environment.
• Structured career growth and professional training.
• Mentorship programs and a collaborative learning culture.
• Referral bonuses.