Production Support Manager – North America Claims Applications

Production Support Manager North America Claims ApplicationsSummary and Scope – The primary focus of this position is responsibility for the day to day production support of the claims management applications in North America as well managing a team who will be responsible for system enhancements. Candidate will be expected to own the usability and availability of all North America claims management applications and must responsively drive issues and initiatives to completion. Production support for Claims IT is handled by a service provider. This role will also include managing the results and service level agreements provided by the production support team across various applications.Responsibilities* Lead a team with primary responsibility of production support and small enhancements of the front end claims applications* Will be expected to coach and mentor the growth of direct reports* Will be required to work closely with Claims business leadership team, understanding the business and system priorities and making decisions accordingly* Will be responsible for managing the production support service provider and ensuring contract agreements are adhered to.* Will be responsible for managing the small enhancement budget for all applications within the Claims IT portfolio.* Will be responsible for engagements and interactions with various teams and vendors that are integrated with the Claims applications.* Will need to be responsive to numerous work requests coming from various business and IT areas.* Will require the person to be reactive when problems arise but also be proactive to ensure necessary measures and controls are in place to stop issues from arising or identifying them as they occur* Will be responsible for incident management and driving solutions for root cause problems that will reduce incoming incident counts.* Experience in managing teams including technology partners.* Insurance background, specifically in claims and premiums would be beneficial.* Knowledge of Duck Creek platform would also be advantageous* Working knowledge of Agile methodology* Will require specific skillsets such as good oral and written communications skills, being organized, ability to stay on top of a large number of initiatives* Ability to motivate team members and effectively delegate responsibilities to ensure timely delivery* Demonstrates sense of urgency and accountability; sets priorities and acts on key issues* Demonstrates bias to be proactive rather than reactive* Bachelor’s or Master’s Degree in Computer Science, Information Systems, or another related field