21 days ago

Production Support Manager - IT

Kotak Life

On Site
Full Time
₹0
Mumbai, Maharashtra, India
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Job Overview

Job TitleProduction Support Manager - IT
Job TypeFull Time
Offered Salary₹0
LocationMumbai, Maharashtra, India

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Job Description

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

Tags:

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

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How to Get Hired at Kotak Life

  • 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.

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