Our client, a leading insurance group is looking for a Production Support Head to manage the production support environment with its firmwide technology platform. The selected candidate will be maintaining the production environment on a mix of On-Premises and Cloud-based platforms. Fantastic opportunity to work on a large-scale platform.

Responsibilities:
– Lead the production support team in providing first-level support and related escalation.
– Manage the system support, administration, and maintenance of the production system environments.
– Manage system incidents and work with the technology teams and service providers on incident resolutions.
– Provide proper escalation with respect to the regulatory requirements.
– Provide and maintain SLA requirements on service level.
– Manage the system environment change which supports various project activities.
– Manage system user access including connectivity and access issues.
– Monitor and lead the resources and capacity planning of the production environment.
– Work with the vendors and local resources in providing implementations and change.
– Work with senior IT management on the Production Support model and align with the firm business and services standards.

Requirements:
– Around 15 years of working experience in the technology space with experience in managing production support services.
– Experience in leading a production support, first line support team to handle outages and incidents.
– Technology exposure in a financial environment in providing production support would be a great plus.
– Strong sense of regulatory requirements in managing production support and incident management SLA.
– Experience with public cloud-based application management experience is highly preferred.
– ITIL certification.
– Knowledge of Windows, Linux, and Azure SQL Server.
– Bachelor’s Degree from a reputable University.
– Excellent communications skills in English and Chinese (Cantonese)

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