Life Health and Investments Technology Support Supervisor
$113,200–$155,650 year
On-siteBloomington, Illinois, United States
Job Summary
Coordinate day-to-day operations for Tier 2 and Tier 3 Production Support teams, ensuring stability and reliability across Life/Health and Investments portfolios. Partner with support teams to resolve incidents, service requests, and production issues while leading on-call rotations during critical disruptions. Monitor production metrics to identify improvement trends and support application releases and deployment readiness. Provide leadership by coaching employees, enforcing policies, and managing disaster recovery plans and backup procedures. Drive issue resolution, enhance operational processes, and prepare annual budgets to meet financial objectives.
Required Qualifications
- 6+ years of relevant experience or a combination of related experience, education and training
- Leadership skills
- Expertise in production support operations
- Incident management skills
- Problem management skills
- Service delivery skills
- Stakeholder engagement skills
- Ability to coordinate support activities
- Ability to drive issue resolution
- Ability to enhance operational processes
- Ability to collaborate with technical and business teams
- Ability to ensure exceptional service and system availability
- Ability to partner with support teams to ensure timely resolution of incidents, service requests, and production issues
- Ability to assist with incident management activities, ensuring effective communication, escalation, and resolution of service disruptions
- Ability to monitor and analyze production support metrics to identify trends and opportunities for service improvement
- Ability to support application releases, deployments, and operational readiness activities to ensure successful implementation
- Ability to serve as part of the on-call support rotation
- Ability to provide leadership support during critical incidents and service disruptions
- Ability to communicate job expectations
- Ability to plan, monitor, and appraise job results
- Ability to coach, counsel, and discipline employees
- Ability to initiate, coordinate, and enforce systems, policies, and procedures
- Ability to define, deliver, and support information systems
- Ability to audit application of systems
- Ability to identify information systems technology opportunities
- Ability to develop application strategies
- Ability to plan and implement disaster recovery and back-up procedures
- Ability to implement information security and control structures
- Ability to determine service level required
- Ability to prepare an annual budget
- Ability to schedule expenditures
- Ability to analyze variances
- Ability to initiate corrective action
- Ability to attend educational workshops
- Ability to review professional publications
- Ability to establish personal networks
- Ability to benchmark state-of-the-art practices
- Ability to participate in professional societies
- Ability to manage the implementation and maintenance of disaster recovery plans and activities in assigned areas
- Ability to maintain current contact information for all employees in applicable areas
- Ability to communicate with non-recovery employees during a disaster
- Hybrid, onsite, or remote work availability (based on location relative to Bloomington, IL)
- Ability to work in a diverse range of personal and business insurance products, retirement, and investment services environment
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