Production Support Manager

About us

bolt is the leading insurance exchange for the P&C insurance industry, uniting distributors and providers on a single platform to transform the way insurance is bought and sold. The result is the world’s biggest exchange, working with two-thirds of America’s leading carriers and connecting more people with ways to protect the things they value.

In this position you will…

As a Production Support Manager within the Service Management team, you will be responsible for managing the SLA operation and ensuring Technology customer satisfaction. The role involves overseeing the day-to-day operations of production support systems, ensuring that the platform, applications, and systems are operating smoothly and efficiently. The Production Support Manager manages observability tools, sets alerts and dashboards, and coordinates with development, testing, and business teams to resolve issues, implement changes, and improve the quality and performance of the products by following incident, problem, and change management processes (ITSM).

You will be responsible for…

• Establish and monitor the production support processes, policies, and standards, ensuring compliance with the best practices and SLAs.
• Incident, Problem and Change management
• Coordinate and communicate with the stakeholders, customers, and vendors on the production issues, status, and resolutions.
• Implement and oversee the change management process, ensuring that the changes are properly tested, approved, and deployed to the production environment.
• Hands on observability (alerts, dashboards proactive incident detection) for monitoring production systems, identifying issues proactively and responding to alerts and critical issues whether found internally or reported by stakeholders.
• NOC Management, external service provider management, process, runbook etc.
• Analyze and troubleshoot the production issues, escalating them to the appropriate teams or vendors when necessary.
• Coordinate and communicate with the stakeholders, customers, and vendors on the production issues, status, and resolutions.
• Identify and implement the opportunities for improvement, automation, and optimization of the production support activities and tools.
• Prepare and maintain the production support documentation, reports, and metrics.

For you to be successful…

• Adaptable: Able to multitask effectively across multiple threads of business lines and ambiguity of the problem statements
• Curious: Able to analyze issues and problem statements to further refine and understand ways to connect different teams to resolve the issue.
• Communications: Proficient at active listening; excellent written and oral communications skills
• Collaborative: Effectively link together multiple teams and collaborate to resolve issues/problem statements.
• Literacy – Digital, Tech & Data: Basic to medium competency in navigating and using digital, data & technology tools to perform basic trouble shooting strategies

You will require the following qualifications and skills

• Bachelor's degree in computer science engineering or related technical discipline or relevant experience.
• Experience in monitoring SaaS systems performance using Prometheus/Grafana/Splunk/DataDog or similar platforms
• Experience in AWS operations (monitoring and SRE)
• Experience operating Tech service suites (Snow, Freshworks etc)
• Experience in insurance business – advantage.
• Must have fluent language proficiency in both written and spoken English
• 2-3 years experience leading a team, setting goals and measuring team performance
• 3-5 and more years of experience in Service Management process (ITSM) and Production Support
• Certified in ITIL Foundation is an advantage
• Customer service experience is highly desirable
• Strong attention to detail when communicating with customers (verbal & written)
• Ability to empathize with customers and convey confidence
• Familiarity with CRM and Web applications

Our values

At bolt, we are diverse and inclusive. We value each person's unique skills, background, and identity. We never discriminate on cultural background, religion, sex, gender, gender identity or expression, sexual orientation, age, disability, veteran status, genetic information, marital or family status or any legally protected status. Everyone belongs. And because everyone’s different, we’re also flexible in the ways we work, so each person can bring their best efforts every day.