Production Support Manager, Annuity Administration System

About the position

The Production Support Manager for the Annuity Administration System is responsible for ensuring the operational stability, performance, and reliability of the platform. This role involves managing a team of support analysts and engineers, coordinating with development and infrastructure teams, and proactively addressing system issues to maintain service excellence. The individual will play a critical role in supporting business operations, troubleshooting incidents, and driving process improvements.

Responsibilities

• Oversee daily production support activities for the annuity administration system.
• Manage the prioritization and resolution of system incidents and service requests.
• Lead and mentor a team of production support analysts and engineers.
• Develop training plans to enhance team capabilities in troubleshooting and support.
• Act as the escalation point for high-priority incidents, ensuring swift identification and resolution.
• Analyze root causes and work with cross-functional teams to implement preventive measures.
• Monitor system performance and proactively identify trends or potential issues.
• Recommend and implement optimizations to enhance system reliability and efficiency.
• Collaborate with business users, development teams, and vendors to address system needs and resolve issues.
• Serve as the primary point of contact for production support-related queries and communications.
• Coordinate with the development and QA teams to manage system changes and releases in a controlled manner.
• Ensure thorough testing and documentation of changes before deployment.
• Ensure adherence to regulatory requirements and company policies within the annuity platform.
• Generate and present reports on system performance, incident trends, and support activities.
• Identify opportunities to enhance support processes, tools, and documentation.
• Implement automation solutions to reduce manual effort and improve efficiency.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 7+ years of experience in production support, IT operations, or application management, with at least 3 years in a leadership role.
• Experience with annuity administration systems or similar financial services platforms.
• Strong understanding of annuities and related business processes.
• Proficiency in incident management and root cause analysis methodologies.
• Knowledge of system monitoring tools, ticketing systems (e.g., ServiceNow), and ITIL practices.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.

Nice-to-haves

• Familiarity with database management (SQL), middleware, and API integrations.
• Experience working with DTCC integrations and annuity regulatory requirements.
• Knowledge of cloud-based solutions and automation tools.

Benefits

• Comprehensive health, dental, and vision insurance plan options.
• Basic and Supplemental Life Insurance.
• Short and Long-Term Disability.
• Employee Assistance Program and other wellness initiatives.
• 401K plan with matching contributions by the Company.