Title: Sr. Production Support Lead / Warren, NJ (HQ)
Company: Everest Global Services, Inc.
Job Category: Technology
Job Description:
Everest is a leading global reinsurance and insurance provider, operating for nearly 50 years through subsidiaries in the Europe, Bermuda, Canada, Singapore, US, and other territories. Our strengths include extensive product and distribution capabilities, a strong balance sheet, and an innovative culture. Throughout our history, Everest has maintained its discipline and focuses on creating long-term value through underwriting excellence and strong risk and capital management. But the most critical asset in this organization is our people.
Everest is a growth company offering Property, Casualty, and specialty products among others, through its various operating subsidiaries located in key markets around the world. Everest has been a global leader in reinsurance with a broad footprint, deep client relationships, underwriting excellence, responsive service, and customized solutions. Our insurance arm draws upon impressive global resources and financial strength to tailor each policy to meet the individual needs of our customers.
We take pride in being known in the industry as nimble, entrepreneurial, and responsive. Our culture is innovative, we empower our employees to make business decisions within our risk framework at a local level.
At Everest, we are committed to the development of our people. We offer dynamic training & professional development to our employees. You will benefit from career development and learning opportunities that will let you set career goals and fulfill them, including:
In order to support Everest's expansion, we are seeking a Senior Production Support Lead to join our growing Global Production Operations team. This role will be supporting our Insurance Application portfolio. You will be helping understand the changing needs of the application users by managing production ticket resolution, prioritizing production fixes, documenting changes, supporting the application usage, and working with team and business leadership for key metric reporting.
Responsibilities:
Lead incident management and provide support to teams for triaging the issue.
Liaison between technology and the business community including outsourced vendors
Oversee root cause efforts for production defects working with cross functional and technical teams.
Interact with infrastructure, release management, change management, QA, DBA and application teams.
Provide regular status reports to management on application status and other metrics.
Coordinate escalation and resolution of major service issues.
Report promptly to management and business partners regarding critical outages until resolution
Manage off-shore, outsourced vendor to an SLA and execution of critical situations
Coordinate areas of communication within firm having impact on scope, budget, risk and resources
SLA Management, Metrics / KPI development to drive a higher degree of customer satisfaction.
Report on status of development and quality to management.
Capacity Planning/Forecasting
Hands-On management of L3 escalations
Basic Qualifications:
Bachelor's degree in computer science or related technical discipline.
10+ years of experience in Business logic and application flow Production/Application Support, preferably .net
5+ years Interacting with business stakeholders on defining and supporting applications.
Knowledge of Agile Methodology, SCRUM framework, SDLC, CI/CD, DevOps
Experience supporting large-scale distributed systems
Deployment tools like Repliweb, HP DMA, Jenkins, UDeploy & Ansible.
Knowledge of Prod/Contingency patching process for supporting them during patch cycle
Knowledge of ITIL framework including ITSM - Incident, Change and Problem management.
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Our Culture
At Everest, our purpose is to provide the world with protection. We help clients and businesses thrive, fuel global economies, and create sustainable value for our colleagues, shareholders and the communities that we serve. We also pride ourselves on having a unique and inclusive culture which is driven by a unified set of values and behaviors. Click here to learn more about our culture.
Our Values are the guiding principles that inform our decisions, actions and behaviors. They are an expression of our culture and an integral part of how we work: Talent. Thoughtful assumption of risk. Execution. Efficiency. Humility. Leadership. Collaboration. Diversity, Equity and Inclusion.
Our Colleague Behaviors define how we operate and interact with each other no matter our location, level or function: Respect everyone. Pursue better. Lead by example. Own our outcomes. Win together.
All colleagues are held accountable to upholding and supporting our values and behaviors across the company. This includes day to day interactions with fellow colleagues, and the global communities we serve.
Type: Regular
Time Type: Full time
Primary Location: Warren, NJ
Additional Locations:
Everest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or creed, sex (including pregnancy), sexual orientation, gender identity or expression, national origin or ancestry, citizenship, genetics, physical or mental disability, age, marital status, civil union status, family or parental status, veteran status, or any other characteristic protected by law. As part of this commitment, Everest will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Everest Benefits at everestbenefits@everestglobal.com.
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