Production Support Manager - IT
Kotak Life · Mumbai, Maharashtra, India
- On site
- Full-time
- ₹1,800,000 / year
- Mumbai, Maharashtra, India
Job highlights
- Lead production support for core insurance applications.
- Ensure 24/7 system availability and rapid issue resolution.
- Manage incidents, problems, changes, and releases.
- Drive automation and process improvement initiatives.
- Liaise with business units and IT teams.
About the role
Production Support Manager - IT
Role: Lead – Production Support of Life Asia, Group Asia applications
Job Title: Chief Manager
Department: Information Technology
Work Location: Goregaon (East), Mumbai
Education: B.Sc / B Tech / MCA
Work Experience: 7 years +
Key Responsibilities
- Production Support Oversight: Lead a team of IT professionals managing daily support operations for production applications and services. Ensure 24/7 system availability and rapid issue resolution. Supervise Level 2/3 support for core insurance systems including policy administration, claims processing, underwriting, and customer portals.
- Incident & Problem Management: Implement and maintain incident response frameworks. Manage major incidents with full coordination and RCA (Root Cause Analysis). Collaborate with development and infrastructure teams for long-term fixes and prevention.
- Change & Release Management: Manage production change control to prevent service disruption. Work closely with DevOps and release managers for seamless deployments. Ensure compliance with all regulatory and internal risk policies.
- Stakeholder Communication: Act as the liaison for business units (Claims, Underwriting, Customer Service) on production-related matters. Translate business needs into IT operational deliverables.
- Process Improvement & Automation: Drive initiatives for automation in monitoring, alerting, and system recovery. Use metrics and SLAs to track performance and implement improvements. Promote best practices for proactive support and self-healing systems.
Interfaces
- Internal: Business Units (Claims, Underwriting, Operations), Development & DevOps Teams, Infrastructure & Cloud Support Teams, Compliance & Risk Management.
- External: Vendors & Technology Partners, Third-party Platform Providers, External Auditors (for compliance reviews).
Key Performance Indicators
- Reduction in system downtime or Mean Time to Resolve (MTTR)
- SLA adherence for incident and problem resolution
- Decrease in recurring issues
- Operational cost savings through automation and process efficiency
Skills & Competencies
Technical Skills:
- Strong expertise in core insurance platforms (e.g., Life Asia, Group Asia, Document Management, BPM, Web Applications, Mobile Applications)
- Sound understanding of IT infrastructure – servers, cloud platforms, and networks
Soft Skills:
- Excellent crisis and incident management abilities
- Effective communication and stakeholder engagement
- Strategic mindset with a balance of technical and business acumen
- ITIL certification preferred
- Additional certifications in cloud platforms (AWS, Azure) or insurance tech (Guidewire, etc.) are a plus
- Willingness to be on-call for critical issue escalations
- Flexibility to work in shifts or weekends during major deployments or incidents
Key skills/competency
- Production Support
- IT Operations
- Incident Management
- Problem Management
- Change Management
- Release Management
- DevOps
- IT Infrastructure
- Insurance Platforms
- Automation
Skills & topics
- Production Support Manager
- IT Operations
- Incident Management
- Problem Management
- Change Management
- Release Management
- DevOps
- IT Infrastructure
- Insurance Platforms
- Automation
- Life Asia
- Group Asia
- Chief Manager
- Goregaon
- Mumbai
- B.Sc
- B Tech
- MCA
- ITIL
- AWS
- Azure
- Guidewire
How to get hired
- Tailor your resume: Highlight IT production support, insurance platforms, and leadership experience. Quantify achievements in MTTR reduction and SLA adherence.
- Showcase technical skills: Emphasize expertise in core insurance systems (Life Asia, Group Asia) and IT infrastructure. Mention cloud platforms and relevant certifications.
- Demonstrate soft skills: Provide examples of crisis management, stakeholder communication, and strategic thinking in your application.
- Prepare for interviews: Be ready to discuss your approach to incident management, root cause analysis, and leading support teams.
- Network with the team: Connect with current Kotak Life IT professionals on LinkedIn to gain insights and understand company culture.
Technical preparation
Master core insurance platforms (Life Asia, Group Asia).,Review IT infrastructure: servers, cloud, networks.,Understand DevOps and release management processes.,Study ITIL framework for service management.
Behavioral questions
Describe a major incident you managed.,How do you ensure 24/7 system availability?,How do you handle conflict with business units?,Give an example of process improvement you drove.
Frequently asked questions
- What is the primary focus of the Production Support Manager role at Kotak Life?
- The primary focus is to lead and oversee the daily production support operations for Kotak Life's core insurance applications, ensuring 24/7 system availability and efficient issue resolution. This includes managing Level 2/3 support for critical systems like policy administration and claims processing.
- What are the key technical skills required for this Production Support Manager position?
- Key technical skills include strong expertise in core insurance platforms such as Life Asia and Group Asia, document management, BPM, web, and mobile applications. A sound understanding of IT infrastructure, including servers, cloud platforms (AWS, Azure), and networks, is also essential.
- What is expected in terms of incident and problem management for this role?
- You will be expected to implement and maintain incident response frameworks, manage major incidents with thorough coordination and root cause analysis, and collaborate with development and infrastructure teams to implement long-term fixes and preventative measures.
- Does this Production Support Manager role involve on-call duties or shift work?
- Yes, the role requires a willingness to be on-call for critical issue escalations. Flexibility to work in shifts or during weekends may also be necessary, particularly during major deployments or critical incidents.
- What kind of career growth can one expect as a Production Support Manager at Kotak Life?
- This role offers opportunities to lead a critical IT function, drive significant process improvements through automation, and gain exposure to various business units within the insurance sector. Advancement could lead to broader IT leadership roles within the organization.
- How important are ITIL or other certifications for this Production Support Manager role?
- An ITIL certification is preferred and demonstrates a strong understanding of IT service management best practices, which is highly relevant to production support. Additional certifications in cloud platforms (AWS, Azure) or insurance technology are considered a plus.
- What are the main performance indicators for the Production Support Manager at Kotak Life?
- Key performance indicators include reducing system downtime or Mean Time to Resolve (MTTR), ensuring SLA adherence for incident and problem resolution, decreasing recurring issues, and achieving operational cost savings through automation and process efficiency.