Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Oversee the end-to-end delivery of production support services for insurance software solutions, managing incident resolution, coordinating enhancements, ensuring SLA compliance, and driving continuous service improvements.

Responsibilities

• Lead and coordinate Production Support activities for enterprise SaaS and IT environments.
• Provide technical support coordination, working closely with Development, QA, DevOps, Cloud Operations, Infrastructure, DBA, and Customer Success teams.
• Manage customer-facing escalations and drive them to resolution, ensuring timely communication and stakeholder alignment.
• Act as the central point of coordination across multiple teams to ensure efficient incident resolution and service delivery.
• Track critical production issues, risks, dependencies, and mitigation plans.
• Lead incident management, major incident calls, and Root Cause Analysis (RCA) activities, ensuring follow-up actions are completed.
• Drive backlog prioritization with customers and internal stakeholders.
• Monitor SLAs, KPIs, service quality, and operational performance, initiating improvement plans.
• Support release planning, hotfix coordination, production deployments, and change management processes.
• Build strong relationships with customers and serve as a trusted technical and operational partner.
• Identify opportunities for automation, process improvements, and operational efficiency.
• Prepare and present regular operational reports, executive status updates, and customer-facing communications.
• Ensure effective cross-functional collaboration and clear communication between all involved teams.

Requirements

• Experience in Production Support, Application Support, or Service Delivery within an IT/SaaS organization.
• Strong technical understanding of enterprise applications and production environments.
• Excellent stakeholder management and communication skills.
• Proven experience managing customer escalations and coordinating cross-functional teams.
• Strong analytical and problem-solving abilities, with the capability to work under pressure in a fast-paced environment.
• Experience working in Agile environments and with tools such as Jira, ServiceNow, and monitoring platforms is an advantage.
• Experience in the insurance or financial services sector.
• Experience with project management and support tools such as JIRA, ServiceNow, or similar platforms.

Skills

• Analytical Thinking
• Leadership
• Customer Focus
• Adaptability

Location

• Remote

Work Type

• Remote

About the Company

• Sapiens is dedicated to building a diverse, equitable, and inclusive work environment.
• We believe that diverse perspectives, backgrounds, and experiences make us stronger and more innovative.
• We are committed to creating a culture where every individual is valued and can thrive regardless of their race, ethnicity, gender, age, sexual orientation, gender identity, religion, disability, or any other characteristic.

Equal Opportunity

• Sapiens is an E-Verified & Equal Opportunity / Affirmative Action Employer.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.