IT Production Support Service Owner in Lincoln, RI at Amica

Date Posted: 9/12/2019

Job Snapshot

  • Employee Type:
  • Location:
    Lincoln, RI
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

IT Production Support Service Owner
Corporate Information Systems
25 Amica Way
Lincoln, RI 02865

Want to turn your IT expertise into customer solutions?
The feeling is mutual


• Oversee daily production support incident and response management for our Guidewire systems - Policy, Claims and Billing.
• Ensures the team effectively prioritizes the backlog by providing information to them while assisting with cross team communication, where needed, to enable necessary business outcomes.
• Takes part in and align with the other key IT Stakeholders for major incidents.
• Works cooperatively and collaboratively with the Help Desk Incident Coordinator.
• Collaborates with the Business and IT Stakeholders responsible for Production Line of Business Applications and Services to understand service needs and align strategy appropriately.
• Communicates frequently within the matrixed organizational structure.
• Proactive about developing, encouraging, and implementing continuous process improvements by driving reliability, performance, enhanced alerting, monitoring, and automation.
• Aligns with provided direction around keeping the service upgraded and supportable as well as ensuring the service meets or exceeds standards for performance and up time.
• Responsible for maintaining effective internal controls and executing risk and control procedures.
• Responsible for collaborating across teams and product owners/business partners to align the work in process for the service.
• Partners with IT Talent Managers to help support the necessary training and growth of team members working to support the service.
• Follows the set application strategy while aligning with cross-functional partners.
• Actively engages in open communication with service consumers.


• Bachelor’s degree and 5+ years’ experience running an IT operations teams, or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
• Must have 2+ years’ experience performing IT incident and problem management.
• Must possess strong interpersonal and conflict-resolution skills at all levels.
• Able to make timely decisions and solve problems in a fast paced, high expectation environment.
• Strong leadership and organizational skills.
• Excellent verbal, written, and interpersonal skills across all levels of the organization, including senior leadership.
• High attention to detail and proactive in following-up.
• Highly adaptable, with a continuous improvement mindset and an ability to support and drive change.
• Understanding of Agile frameworks like Scrum, Kanban, etc.
• Experience with agile tools such as Jira and Confluence recommended.
• Hold, actively pursuing, or willing to pursue relevant certifications for the application as well as ITIL certification.

Perks and Benefits:

• Paid vacation, holidays and sick days
• Generous leave programs including paid parental bonding leave
• Medical, dental, vision coverage, short-term and long-term disability, and life insurance
• Generous retirement benefits
• Opportunities for advancement in a successful and growing company
• Relocation assistance may apply

Equal Opportunity Policy: All qualified applicants who are authorized to work in the United States will receive consideration for employment without regard to race, religion, sex, color, national origin, ethnicity, age, genetic information, disability or sexual orientation. The Age Discrimination in Employment Act prohibits discrimination on the basis of age with respect to individuals who are 40 years of age or older. Employees are subject to the provisions of the Workers' Compensation Act.