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

1. 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

2. 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

3. 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

4. Stakeholder Communication

· Act as the liaison for business units (Claims, Underwriting, Customer Service) on production-related matters

Translate business needs into IT operational deliverables

5. 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

Interfaces - External

· Vendors & Technology Partners

· Third-party Platform Providers

· External Auditors (for compliance reviews)

Key Performance Indicators Skills & Competencies

· 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

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