Join our Insurance Technology team!
This is a technical leadership role focused on the production support, operational stability, and reliability of business-critical technology platforms . You will lead a team responsible for keeping applications running effectively in production, strengthening operational readiness, resolving incidents, and reducing recurring service issues.
Working closely with engineering, product, business, and technology teams, you will bring together people leadership, technical expertise, production support, and ITIL-aligned service management practices to improve application reliability and customer experience. You will use operational data and service insights to identify risks, improve support practices, and ensure lessons from production incidents translate into sustainable improvements.
This role is ideal for a technology leader who understands what it takes to operate and support enterprise applications in production and enjoys building teams, processes, and practices that make critical services more reliable and resilient.
Position Responsibilities:
Lead a team responsible for production and application support across business-critical technology platforms, with accountability for service reliability, operational stability, and customer experience.
Lead major incident response and production support activities, ensuring timely resolution, effective escalation, stakeholder communication, and coordination across technical teams.
Strengthen production readiness and supportability through operational playbooks, runbooks, monitoring and observability practices, knowledge management, and team development.
Lead post-incident reviews and problem management activities, ensuring root causes are understood and lessons learned are translated into sustainable improvements that reduce recurring incidents.
Apply and continuously improve ITIL-aligned practices across Incident, Problem, Change, Knowledge, and Service Request Management.
Partner with engineering, product, and business teams to ensure production support, reliability, and operational readiness are considered throughout the technology delivery lifecycle .
Define, monitor, and communicate service health and production support metrics, including incident volume, Mean Time to Resolution (MTTR), availability, change success rate, service-level attainment, backlog health, and recurring problem trends.
Use operational data, dashboards, and trend analysis to identify risks, improve service performance, strengthen workload management, and continuously improve the effectiveness of production support.
Coach and develop team members while creating clear accountability for service outcomes, collaboration, technical growth, continuous improvement, and customer focus.
Required Qualifications:
Minimum 5+ years of related experience in technology, software engineering, production support, application support , or a related technical field.
Demonstrated experience leading, managing, or mentoring teams responsible for production or application support , including operational stability, incident response, service performance, and continuous improvement.
Hands-on technical experience supporting and troubleshooting enterprise applications in production environments , with experience in .NET and/or JavaScript technologies and relational databases such as SQL Server or PostgreSQL.
Experience investigating production issues, identifying root causes, and partnering with engineering teams to implement sustainable solutions.
Experience working with cloud-hosted applications and services, preferably Microsoft Azure, within Agile and DevOps delivery environments.
Demonstrated experience applying ITIL or IT Service Management (ITSM) practices, including Incident, Problem, Change, Knowledge, and Service Level Management.
Experience using production support metrics, dashboards, and trend analysis to identify service issues, communicate service health, and drive measurable…