Production Support Manager - IT

Production Support Manager - IT

Role: Lead – Production Support of Life Asia, Group Asia applicationsJob Title: Chief ManagerDepartment: Information TechnologyWork Location: Goregaon (East), MumbaiEducation: B.Sc / B Tech / MCAWork 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