Head of Production Support

Job Title:

Location:

Experience: 15+ Years into IT/ITES

About ARAs Client

ARA&aposs client is a leading third-party administrator and technology service provider to individual and group insurers across North America. Backed by seasoned investors and industry experts, the company combines deep insurance domain expertise with innovative technology to support the digital transformation of insurers. With a strong presence in the long-term care, life, health, and annuity markets, ARA&aposs client is committed to delivering exceptional service and driving growth for its partners.

Role Summary

We are seeking a dynamic and experienced professional to lead our Production Management function. This role will oversee application engineering, production support, and incident/problem management, while ensuring smooth operations across business-critical applications. The ideal candidate should have strong technical expertise, strategic thinking, solutioning capability, and a collaborative approach to work with cross-functional teams and global stakeholders.

Key Responsibilities

• End-to-End Production Ownership:

  Manage enterprise production environments to ensure stability, performance, and scale.

• Application Engineering Oversight:

  Partner with engineering teams to automate, tune, and optimize systems, leveraging SRE and DevOps principles.

• Production Support & Incident Management:

  Lead 247 L2/L3 support, define and track SLAs, drive high?quality RCA, and minimise disruption.

• Technical Leadership & Solutioning:

  Architect improvements in monitoring, alerting, and CI/CD toolchains; evaluate and implement new tools.

• Stakeholder Management:

  Be the central liaison for production issues among internal teams, clients, and external partners.

• Cross?Functional Collaboration:

  Ensure production readiness through collaboration with product, infra, QA, security, and compliance teams.

• Risk & Compliance:

  Maintain compliance with audit, security, and regulatory standards (e.g. ISO 27001, PCI?DSS, GDPR).

• Team Leadership:

  Build and mentor a high?performing team of engineers and analysts; foster agility and learning culture.

Skills Required:

• Deep expertise in ITIL framework, DevOps, and SRE best practices
• Experience with monitoring and APM tools such as Splunk, AppDynamics, Dynatrace
• Hands?on exposure to cloud platforms (AWS, Azure, or hybrid environments)
• Strong command over CI/CD automation and performance optimization
• Excellent stakeholder engagement and communication skills

Qualification & Experience:

• Bachelor&aposs or Master&aposs in Computer Science, Engineering, or related field
• 15+ years in IT/ITES, including 5 years leading production/application operations supporting large scale, business?critical systems