Posted on: 12/9/2017

Job type: Permanent

Sector: Financial Services

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My client is an established insurance firm looking to fill this role. The person should have done both development & production support work.

Head of Production Support

The growth of our company's business has led us to this opportunity of being able to build our first ever Production Support desk in our Information Technology department. To do this, we are looking to identify a capable and reliable leader to help setup the team. Asides the technical competencies listed below, it is also very important to us that the candidate exhibits our 3 critical behaviors - teamwork, curiosity and accountability.


* Set-up and run an application service desk that faces off to the users and provides application incident and service request management.
* Define an IT application support strategy to deliver ever-increasing value to the business.
* Manage, support and maintain the running of business applications and core IT systems/services.
* Adopt and configure in-house available ITSM tool (ServiceNow)
* Accountable for the day-to-day exception handling, incident management, major incident handling and communication.
* Define and maintain overall responsibility for incident management, problem management, change/configuration management, release/deployment, operational readiness, capacity/availability management, health checks, application monitoring, service analytics and reporting and production governance
* Define OLAs and SLA wherever applicable.
* Implement proactive checking, monitoring and exception based alert handling.
* Work with the Infrastructure Services group to ensure
* Partner with business leaders across IT and other business units, both locally and globally. Develop and maintain strong working relationships with various stakeholders. Maintain regular communication to ensure transparency.
* Manage and inspire the team. Mentor existing and hire new staff. Ensure a high level of employee engagement and effectiveness. Plan and organize resources to successfully deliver on the overall IT strategy.


* You should have started doing development work and evolved to production support.
* Background from Life Insurance or Financial Services are preferred
* Minimum 10 years of solid IT experience with minimum 6 years of management experience. Previous experience as an IT manager in the insurance industry is a must, specifically experience in managing production support for mission critical applications.
* Strong experience in managing Oracle, Linux and Windows environments. Strong knowledge of production support practices for managing applications involving middleware technologies. Solid experience with a variety of fundamental IT concepts: SDLC, relational databases, IaaS, PaaS, etc.
* Experience in management, staffing, strategy planning, problem solving, crisis management, and risk management within production support.
* Proven track record of working and partnering with regional and global business units. Ability to effectively manage key stakeholders.
* Excellent communication, leadership, and people development skills. Strong sense of accountability.
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Reference: SG126275

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