LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.
About the Role
The Production Support Manager leads a global team responsible for maintaining, stabilizing, and continuously improving mission-critical software systems in production. This role ensures system reliability, quick resolution of bugs and incidents, and operational excellence through disciplined process management and strong technical leadership.
The manager functions as the bridge between productions support engineering and support — overseeing escalations, post-release maintenance, and continuous improvement initiatives to sustain optimal product performance and customer satisfaction.
They are accountable for driving product and service quality, incident prevention, and timely bug and incidents resolution, while fostering collaboration and technical excellence across distributed teams.
Responsibilities
Lead and mentor a global production support team responsible for sustaining live products across time zones.
Oversee all production-level escalations, ensuring timely recovery from outages and high-severity issues/bugs.
Lead root-cause investigations and ensure actionable follow-ups are implemented.
Ensure production environments are fully supported, monitored, and compliant with deployment readiness standards
Partner with SRE and Release Management to enhance scalability, resilience, and release automation
Drive continuous feedback loops between customer-facing teams and development to identify recurring issues and systemic improvements.
In partnership with QE develop effective testing practices. Support use of automated test framework.
Improved uptime and service reliability
Consistent delivery of stable maintenance releases and enhancements
Requirements
Bachelor’s degree in Computer Science, Software Engineering, or a related technical field.
10+ years of experience in production support, software engineering, or system operations, including 2+ years in a leadership role.
Proven record of managing global or distributed technical teams, ideally in a 24/7 production environment.
Strong understanding of incident and bug management, root-cause analysis (RCA), system dependencies, and post-deployment stabilization.
Ability to balance strategic leadership with hands-on technical engagement in resolving high-impact production issues.
Familiarity with ITIL and DevOps-based operational frameworks.
Experience with monitoring and observability tools (Datadog, Coralogix, Splunk, Grafana).
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 - flexing the times when you work in the day to help you fit everything in and work when you are the most productive
Working for you
We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
Medical Aid
Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
Modern family benefits, including adoption and surrogacy
Study Leave
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.
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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EEO Know Your Rights.
Skills Required
- Bachelor's degree in Computer Science, Software Engineering, or a related technical field.
- 10+ years of experience in production support, software engineering, or system operations.
- 2+ years in a leadership role.
- Proven record of managing global or distributed technical teams.
- Experience in a 24/7 production environment.
- Strong understanding of incident and bug management, root-cause analysis (RCA), system dependencies, and post-deployment stabilization.
- Ability to balance strategic leadership with hands-on technical engagement in resolving high-impact production issues.
- Familiarity with ITIL and DevOps-based operational frameworks.
- Experience with monitoring and observability tools (Datadog, Coralogix, Splunk, Grafana).
- Experience with automated test frameworks and partnering with QE to develop effective testing practices.
LexisNexis Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about LexisNexis and has not been reviewed or approved by LexisNexis.
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Healthcare Strength — Healthcare options are often described as comprehensive, spanning medical, dental, and vision coverage alongside life and disability protection. Wellbeing programming such as wellness initiatives and fitness support is also positioned as part of the overall package.
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Retirement Support — Retirement benefits are repeatedly framed as a meaningful component of total rewards through 401(k) matching and access to stock purchase opportunities. Performance bonuses and charitable matching are also included as financial-support features within the broader rewards mix.
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Leave & Time Off Breadth — Time-off offerings are portrayed as broad, including PTO, paid holidays, sick leave, and paid volunteer time. Flexible work arrangements, including remote options and flexible hours, further strengthen the overall rewards experience.
LexisNexis Insights
What We Do
LexisNexis Legal & Professional is a leading global provider of legal, regulatory and business information and analytics that help customers increase productivity, improve decision-making and outcomes, and advance the rule of law around the world. We help lawyers win cases, manage their work more efficiently, serve their clients better and grow their practices. We assist corporations in better understanding their markets, monitoring their brands and competition, and in mitigating business risk. We collaborate with universities to educate students, and we support nation-building with governments and courts by making laws accessible and strengthening legal infrastructures. We partner with leading global associations and customers to collect evidence against war criminals and provide tools to combat human trafficking. LexisNexis Legal & Professional, which serves customers in more than 130 countries with 10,000 employees worldwide, is part of RELX Group, a global provider of information and analytics for professional and business customers across industries.
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