Head of Production Support

Company: Guardian Life
Location: Topeka
Posted on: November 22, 2022

Job Description:

The Head of Production Support is responsible for the overall direction, coordination, quality, and timely delivery of application and technology support services, both to customers and internal end-users. The primary goal of the Head of Production Support is to ensure the availability, stability, and performance of production application, with success measured by CSAT, SLA/SLO attainment, user feedback, and other KPIs. The position will continuously analyze trends, recommend areas of improvement, and drive necessary changes to improves KPIs over time. Who you are A fierce advocate of the customer and their experience Highly analytical and data-driven, and an excellent organizer and communicator Experienced in building and leading high-performing, enterprise-class technical support organizations; you know how to motivate and inspire teams and drive accountability. A person with a broad foundational background in technology and service management, with deep experience in commercial software support A problem-solver by nature with an ability to quickly identify and address issues What you will be doing Drive a culture of customer-centricity, accountability, and cross-team collaboration Effectively hire, train, develop and appraise technical support staff Drive transparency and continuous improvement of core ITSM processes - i.e. request, incident, outage, problem, change management Manage a 24x7 global support operation Reduce customer contact volumes by identifying high volume themes and trends and implementing proposed changes, and by providing direct access to self-service knowledge base, tools and other automated capabilities Monitor, communicate and manage risks associated with production change activities Reduce customer downtime and impairment time by driving rigorous incident response and post-incident root cause analysis Measure and improve CSAT, SLAs, and KPIs (Improved time to respond, FCR, Hops, MTTR, etc.) Partner with internal stakeholders including Product, Software Engineering, infrastructure teams, and leadership to drive alignment to SLOs, OLAs, etc. Host monthly operating reviews with Account Management - report on customer experience metrics vs defined service-levels Host monthly operating reviews with IT Leadership to report on application health and support metrics vs defined SLOs / OLAs Measure and report on team capacity vs. demand (actual historical forecasted) You have Bachelor of Science Degree in Computer Science, MIS, Business, or closely related field, or equivalent work experience Strong leadership skills, with 10 years of experience leading an Enterprise Service Desk / Application Support team supporting commercial software product platforms Ability to communicate a clear vision for the department with proven ability to set SMART goals or OKRs and to track progress Strong customer service and communication skills (verbal, written) Effective interpersonal skills, both written and verbal, to positively influence stakeholders and partners Experience with ServiceNow, JIRA, AppDynamics, Splunk and other common IT workflow and diagnostic tools Experience managing third-party outsourcers and managed service relationships Strong troubleshooting, diagnostic, and isolation skills Experience supporting Microsoft technologies, n-tier applications, and AWS ITIL certified required, Agile Certified Preferred About ReedGroup As the largest exclusive provider of absence management services, ReedGroup has been dedicated to helping employees return to work safely for more than 35 years. We create a seamless experience so clients can excel at their jobs and better serve their employees - supporting a thriving, engaged, and skilled workforce. ReedGroup is a wholly-owned, independent subsidiary of The Guardian Life Insurance Company - providing even more ways we can better serve people. Guardian has been helping people protect their futures and secure their lives for more than 150 years, and today serves 27 million people by helping them find financial confidence and well-being in life, health, and wealth. And as one of the largest mutual insurance companies, we know what matters most: putting the needs of customers first. Our Promise: At Guardian, youll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards. We Offer: Meaningful and challenging work opportunities to accelerate technology and innovation in a secure and compliant way. Competitive compensation Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period Life and disability insurance A great 401(k) with match Tuition assistance, paid parental leave and backup family care. Dynamic, modern work environments that promote collaboration and creativity. Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best. Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability, and advocate for diversity & inclusion in all that we do. Primary Location: Remote - United States Other Locations: Job: IT Schedule: Full time Equal Employment Opportunity: Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law. Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. 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 applicant_accommodationglic.com .

Keywords: Guardian Life, Topeka , Head of Production Support, Professions , Topeka, Kansas