- Manage and mentor a team of seven production support analysts, providing guidance, training, and performance evaluation
- Oversee the daily operations of the production support team, ensuring that SLAs, KPIs, and customer satisfaction are met or exceeded
- Establish and enforce best practices and standards for production support, such as triage/prioritization, incident management, root cause analysis, problem resolution, and documentation. Ability to make recommendations for scalable solutions that will support company's growth trajectory.
- Collaborate with Systems Monitoring team to respond to incidents Monitor and analyze the production environment, identifying and resolving any issues, risks, or bottlenecks that may affect the availability, reliability, or security of our software products
- Communicate and coordinate with internal and external stakeholders, such as developers, testers, product managers, clients, and vendors, to provide timely and accurate information and feedback on production issues and enhancements
- Drive continuous improvement and innovation in the production support process, using data, metrics, and customer feedback to identify and implement opportunities for optimization and automation
- Bachelor's degree in computer science, engineering, or related field, or equivalent work experience
- Have experience or be Agile certified to understand Agile process and operations
- At least 5-7 years of experience in production support, technical support, or software development, preferably in a SaaS or cloud-based environment
- At least 3 years of experience in leading and managing a production support team, with proven track record of delivering high-quality results and customer satisfaction
- Strong technical skills and knowledge of various software technologies, platforms, and tools, such as Azure, SQL, Java, Linux, AWS, , Splunk, Python etc.
- Excellent communication, collaboration, and problem-solving skills, with the ability to work effectively with diverse teams and stakeholders
- Customer-oriented mindset, with the ability to understand and anticipate customer needs and expectations
- Flexible and adaptable, with the ability to work under pressure and handle multiple tasks and priorities in a fast-paced environment
Manager of Production Support- Millennial Specialty Insurance - Norwich, United Kingdom - Baldwin Risk Partners
Description
Millennial Specialty Insurance, LLC is one of the largest non-carrier-affiliated Managing General Agencies (MGAs) in the United States. Combining expert underwriting with industry-leading technology, MSI creates a superior insurance experience for carriers, distribution partners, and customers. MSI collaborates with insurance carriers to design and distribute products through agents, brokers, and technology partners. Founded in 2015, MSI has grown to offer a wide range of insurance products across commercial, specialty, and personal lines. In 2019, MSI joined BRP Group, Inc. (NASDAQ: BRP).
As the manager of production support, you will be responsible for leading a team of analysts who provide technical support and troubleshooting for our colleagues and external customers using our custom application. You will ensure that the production environment is stable, secure, and efficient, and that any issues are resolved quickly and effectively. You will also collaborate with other teams, such as development, quality assurance, infrastructure, digital product teams, and product management, to provide feedback and suggestions for improving the quality and performance of our software solutions.
Key Responsibilities
Qualifications and Skills
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