IT Production Support Manager / P&C Insurance - (US-GA-Atlanta)
Compensation: $115K - $120K / Year
Minimum Education: Bachelors
Job Type: Full Time
Jobcode: CMBJA1
Must have P&C Insurance background / experience. Not Life insurance – only Property & Casualty insurance experience****
PAID RELOCATION AVAILABLE
Position Summary:
The Production Support Manager (PSM) is responsible for the support and maintenance of our application portfolio. The PSM will manage the US Production Support team and work closely with cross-functional teams across the organization, including: Application Development, Infrastructure Engineering, Operations, Change Management, and various Business groups, to proactively manage the up-time of critical production systems.
Responsibilities:
-Managing the entire Production Support process, including creating/refining production support strategies, building a team and managing resources to meet deliverables
-Provision of application, technical and data support and day to day supervision and management of the US Production support team
-Incident/Case management - logging, prioritizing and resolving incidents and track them against various SLAs.
-Problem management - resolving recurring incidents permanently, performing break fixes and implementing preventative action items.
-Understanding business goals and application requirements
-Working with business partners to develop and document Support SLAs.
-Ensuring service calls and ticket alerts are assigned to proper resources and resolved in accordance with agreed upon SLAs
-Ensuring application availability, stability, accuracy and performance
-Managing resolution of issues, root cause analysis, on-call pager support and development of Emergency break/fixes
-Ensuring break/fix work is appropriately project managed and delivered on-time and on-quality
-Providing appropriate application monitoring and monitoring tools.
-Creating and owning application Disaster Recovery Plan
-Interacting with all levels of the technology and business communities, including Senior Management levels
-Creating communication vehicles for all stakeholders with respect to application issues
-Coordinating planned application downtimes
-Interacting with other technical architecture and infrastructure groups
-Coaching, mentoring and evaluating team member performance
-Developing successful team culture, including adherence to departmental processes
-Project planning and resource management
Qualifications:
-7 + years of experience within the software development or support profession
-5 + years of custom, web-based application support experience
-3 + years of direct experience as a successful manager of technology professionals in the Production Support function
-Proven success leading teams and projects within complex application environments
-Demonstrated team building, coaching and mentoring skills
-Demonstrated experiences with structured software development methodologies across the entire Software Development Life Cycle
-Experience using an iterative software development methodology, preferably Agile desired
-Experience creating processes and Service Level Agreements
-Success in relationship building and maintenance over an extended period of time based on trust
-Proven project planning skills and track record of delivering projects on time and on budget
-Ability to operate successfully in a matrixed environment
-Well polished verbal and written communication skills
-Ability to provide support "off hours" for operational issues as required
-Demonstrated problem solving and analytical abilities
-Experience with application monitoring tools
-Prior experiences working in the P&C Insurance industry required
-Relevant Bachelor's degree or equivalent experience
Email resume in Word to TheBigGameHunter@cisny.com. Please include the job code for the position with your resume.
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Concepts In Staffing
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