Summary role description: 

Hiring for a Production Support Head for India’s one of the biggest Insurance broking Major.

Company description:

Our client is one of India’s biggest Insurance broking companies and they excel in providing innovative, cost-effective, customised solutions, based on understanding the customers’ insurance needs and risk profile, through multiple channels, including online. Their value-driven offerings encompass the entire lifecycle, right from risk profiling to claims administration for customers, for close to 2 decades. They are a Total Insurance Risk Solutions provider, playing an integral role in the Risk Management portfolio of their customers, offering solutions and services covering direct insurance broking in Life and Non-Life businesses and composite broking for Reinsurance, for both commercial and retail segments. They are a joint venture of one of India’s biggest business conglomerates with a massive footprint in the Insurance and FS space and one of the biggest Insurance providers of the globe.

Role details:

• Title / Designation: Production Support Head 
• Position: Senior Manager
• Reporting Manager: Head of IT 
• Location: Mumbai 

Role & responsibilities:

• Manage production team to take care of day-to-day IT operations and support of business critical and other applications, ensuring uptime SLA, application monitoring and production issue TAT, coordinating with Application team. 
• Ensure proper handover of applications once they move from development to production environment and train production resources (including creation of FAQ, Escalation matrix and other policy documents for production support) 
• Provide regular updates to senior management on production tickets, SLA status
• Assess, budget for, procure and manage computing infrastructure requirements
• Lead DR/BCP, including drills for critical applications
• Optimize the total cost of IT infrastructure and operations, including through automation of processes 
• Ensure GRC (governance, risk, and compliance) adherence 
• Handle internal and external audit and implementing required mitigation
• Lead the Support team

Candidate requirements:

• 12+ years of experience into IT Operations and Application Support in the BFSI Industry preferably from Insurance domain
• Should have knowledge of best practices and of using ITSM tools and IT security
• Experience in managing tech teams 
• Experience in optimizing the total cost of IT infrastructure and operations, including through automation of processes 
• Must have experience in vendor management

Selection process:

• 2 technical interviews 
• HR discussion