Production Support Lead

12 hours ago

Singapore EBAOTECH INTERNATIONAL PTE. LTD. Full time

**Key Responsibilities**:

- Provide leadership and guidance to the production support team in handling day-to-day activities related to insurance core systems.
- Collaborate closely with the client team to understand their requirements, priorities, and challenges.
- Coordinate and prioritize work between the onsite and offshore teams to ensure timely resolution of incidents and fulfillment of service requests.
- Manage and resolve complex production issues, ensuring mínimal disruption to business operations.
- Analyze system logs, performance metrics, and other relevant data to identify trends, patterns, and areas for improvement.
- Proactively identify opportunities to optimize system performance, stability, and efficiency.
- Develop and maintain strong relationships with key stakeholders, including business users, IT teams, and third-party vendors.
- Ensure adherence to established SLAs and KPIs for incident response, problem resolution, and service request fulfillment.
- Monitor system health, conduct root cause analysis for major incidents, and implement preventive measures.
- Collaborate with development teams to prioritize and implement system enhancements and bug fixes.
- Prepare regular reports on production support activities, including incident trends, system performance, and team productivity.

**Requirements**:

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in production support for insurance core systems.
- Strong knowledge of insurance industry processes, products, and systems.
- Excellent communication and interpersonal skills to effectively engage with the client team.
- Demonstrated ability to lead and coordinate work between onsite and offshore teams.
- Experience in incident management, problem resolution, and change management processes.
- Proficiency in analyzing system logs, performance metrics, and other relevant data.
- Familiarity with ITIL framework and best practices.
- Strong problem-solving skills and the ability to think critically under pressure.
- Ability to work independently and prioritize multiple tasks effectively

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