Senior Applications Support Lead - Insurance Applications

Our client is seeking an experienced Senior Production Support Lead to support their global Insurance Application portfolio. This London-based role will focus on managing production incidents, driving root cause analysis, coordinating with IT/business stakeholders, and overseeing SLAs with outsourced vendors.

Key Responsibilities:

• Lead incident and root cause management for production issues

• Act as liaison between tech teams, business users, and external vendors

• Coordinate with infra, QA, release, and change management teams

• Report on application performance and SLA/KPI metrics

• Manage escalations (L3) and ensure critical outage resolution

• Drive continuous improvement in support operations

Requirements:

• 5+ years in application support leadership roles

• Strong Insurance domain knowledge

• Proven experience with Agile, SDLC, CI/CD, and DevOps practices

• Familiarity with ITIL/ITSM processes (Incident, Change, Problem)

• Tools: ServiceNow, Jira, Confluence

• Experience with large-scale distributed systems (eg, IRIS)