Lead Associate - Production Support.
This mandate is run by SYMPHONI HR, a Mumbai-based executive search firm, est. 2003. Applications are email-verified and reach the search team running the role — confidentially, always.
About the organisation.
Our client is a prominent global player in the insurance sector, known for delivering innovative solutions and high-quality service to their diverse client base. They operate at a significant scale, fostering a culture of continuous improvement, professional growth, and technical excellence. The organization is committed to leveraging advanced technology to streamline complex insurance and legal processes.
About the role.
We are looking for a Lead Associate - Production Support to serve as a Subject Matter Expert within our IT department. This role acts as a critical bridge between business users and development teams, ensuring the seamless operation of applications while driving incident resolution and long-term system stability. You will play a pivotal role in managing major incidents and facilitating effective communication across various stakeholders.
What you will do.
- Investigate, prioritize, and resolve application issues via the Live Services portal, taking full ownership through to completion.
- Coordinate and facilitate Major Incident calls, managing stakeholder communications and documenting key actions.
- Collaborate with development teams by providing business context, assisting in feature testing, and monitoring production releases.
- Drive long-term stability by identifying root causes to reduce manual interventions and recurring problems.
- Manage the end-to-end lifecycle of business communications during incidents and product releases.
- Support product pilots, collating user feedback to provide actionable insights to Product Owners.
What you bring.
- 7–10 years of professional experience in production support or a related technical role.
- Strong domain knowledge in the insurance sector and experience within the legal technology sector.
- Proven experience working within Agile Scrum environments.
- Proficiency in ITIL incident management frameworks.
- Exceptional verbal and written communication skills with the ability to articulate complex technical concepts to non-technical stakeholders.
- Competency in Microsoft Office suites and a demonstrated ability to learn new enterprise technologies.
- Bachelor’s degree in Computer Science, Information Technology, or a related business field.
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