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Design and implement a set of standardized processes to improve efficiency, effectiveness and quality of the Application Maintenance and Support activities.
Where necessary Partner with Company NA s Technology solution providers to drive increasing maturity of the Managed Services Model tied to specific business outcomes such as driving down operational costs, reducing outages, reducing technical debt, addressing security vulnerabilities, reducing backlog of defects etc.
Drive a culture of 24X7 production support and proactive maintenance and monitoring of systems/applications through collaboration with the Infrastructure group and other relevant areas such as the Technology Operations Center.
Promote a culture of automation in IT operations through the implementation of DevOps and QA tooling such as CI/CD.
Define and implement clear roles/responsibilities which delineate development and support in order to implement strong Segregation of Duties.
Create and implement a discipline of Incident and Problem Management within the NA IT Applications organization through consistent use of Root Cause Analysis, proactive Application health monitoring, timely notifications & escalations.
Evangelize the adoption of standardized Quality Assurance tools for driving efficiency through testing automation.
Define key performance indicators to monitor and improve the overall maturity of the Application Maintenance and Support services across the NA IT organization. Partner with Managed Services Providers and Vendor Management Organization where necessary to achieve the objective.


Prior experience in running a production support support organization specifically related to Application Maintenance and Support
Track record of successfully implementing and/or running a Global Managed services organization with largely offshore based personnel for cost/scale advantages.
Deep experience in managing top tier Global Information Technology/Partners.
Ability to handle pressure during significant outages and focusing team towards speedy recovery.
Excellent troubleshooting and analytical skills and ability to execute thorough RCAs to prevent repetitive incidents.
Process discipline especially as it relates to defining Severity levels, Problem Management and Incident Management.
Must have the ability to deal with people at all levels in a global matrix organization and influence established teams.
Flexible, pro-active and innovative with an attitude of continuous improvement to mitigate business risk/problems, drive scale and cost efficiencies.
ITIL certification would be plus.
Insurance industry and/or related Financial Services industry (such as banks) would be strongly preferred.
Technical Background required, must have Application Development and Support experience.

Associated topics: administrative coordinator, administrative staff, administrative support, associate, beverage, chief operations officer, document, facilities, front desk, operation

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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