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Job Details

Category

Other

Location

Belfast, Northern Ireland

Posted

Jan 9, 2019

Closing Date

Jan 18, 2019

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Production Support Team Manager (FTC-12 Months)- Northern Ireland

  • We build solutions that touch 16 million customers on a daily basis.

    You will work alongside people as passionate as you, focused on delivering the best possible user experiences.

    You will work in a highly collaborative environment primed to adapt to an ever-changing landscape and which places technology solutions at its core.

    You will thrive, you will think differently, you will challenge convention and have the freedom to act with integrity, intention and speed; you will be at the forefront of developing capabilities in support of Allstate’s global business model; you will deliver results and you will leave things better than you found them.

    Job Description

    The Allstate team is looking for an enthusiastic individual to lead one of its Alliance Production Support Technology teams reporting to a Senior Manager. Alliance is Allstate’s primary policy processing system.   The quality and availability of our systems at Allstate reflect the integrity of our brands. Ensuring the integrity in our systems is of utmost importance and thus our team focuses on quality to ensure customer interactions are positive, easy, and accurate.  The Alliance area within ANI has been established for a number of years and as the teams have developed so too has the complexity of the work we deliver and the roles we perform.

    Product Technology DCIO – The Production Support Team Manager will lead and manage Level 3 Developers and Systems Analysts focused on a specific functional area for an insurance product line. The production support team currently operates in 3 global development centers with an overall team size of 150+ developers and analysts focused on timely resolution of functional incidents with proper resolutions along with code fixes. Property & Vehicle product lines play an important role in driving Allstate growth strategy and these product lines go through continuous business enhancements and new capabilities. The teams have a high inflow of production incidents and are under continuous pressure to keep the incident inventory to a sustained level.

    The manager's primary scope is to lead the Property Production Support Coverages team in Belfast, collaborate closely with other global development center managers and leads, continuously improve the quality of the technology asset, and optimize the team’s delivery processes to consistently drive improvement on customer facing results.

    The position will closely collaborate with other leaders in the DCIO, business groups and multiple operations teams supporting agency and direct business channels. This position will be responsible for making sure the production support team are meeting operational readiness goals, analyzing impacts of new capabilities, enhancements and fix packs, deployment and positioning the team to support production operations. 

    This position will engage with Sr Leaders to provide timely communication and transparency to production support operations. The role also involves significant interaction with members of various teams in India, Northern Ireland and the USA.

    Responsibilities include (but aren't limited to): 

    • Lead Property Production Support Coverages Team (6 resources) and be local manager for Property Production Support Triage Team (7 Resources).
    • Engage with technology leaders, SMEs, application teams to develop operating strategies and approaches to ensure new capabilities delivered to Production meet the quality, availability and performance thresholds.
    • Lead and manage technology assets involved in support of the product lines.
    • Provide leadership and perform necessary administrative duties such as human resource management, employee performance management and other duties as required
    • Create, monitor and govern operational SLA
    • Manage work intake process and ensure timely resolution of incidents, problems and inquiries
    • Review and optimize operational dashboard to measure and improve operational health of the systems
    • Ensure SOX, and IT security compliance for the production environment
    • Work with operations teams and business to mitigate operational issues, drive improvements and manage long-term roadmap
    • Ability to communicate complicated matters clearly and concisely
    • Ability to adapt to evolving team structure is essential as the role will change as the organization matures
    • Manage testing and validation support for disaster recovery and software upgrades
    • Manage software lifecycle initiatives such as upgrades
    • Provide input into application strategic road map
    • Manage and coordinate 24/7 availability / rapid response on-call application support
    • Prioritize and manage production support improvements


    The ideal person will be able to demonstrate the following competencies:

    • Communication – As a member of the Production Support team, being able to communicate succinctly and tailor communication by audience is key.
    • Sense of Urgency – Because of the broad impact the team has, it’s crucial to resolve issues quickly
    • Positive Attitude – A ‘Can Do’ attitude is valued as the organization evolves and continues to adapt to changing global dynamics.   Ability to build a positive team culture.
    • Desire to get involved in or lead activities that support organizational engagement


    Essential Criteria

    • Must be an EU citizen or possess a current UK Tier 1 Visa or Tier 2 visa and eligible to take up full time, permanent employment
    • Have a minimum of 3 years IT experience
    • Previous experience in a leadership role
    • Previous Production Support Experience
    • Experience managing Risk & Issues
    • Experience managing Change


    Desirable Criteria

    • Previous experience in driving quality initiatives
    • Previous leadership experience in a software role
    • Previous experience working in a global team
    • Knowledge of ITSM or ITIL
    • Full SDLC experience
    • Knowledge of Agile Practices
    • Experience in Java Technologies is a plus
    • Product Management skills
    • Experience on tools such as Jira, Github, Clearcase, Clearquest & ServiceNow


    Closing Date:  Friday 18th January 2019

    Statement on Fair Employment and Equal Opportunities:

    Allstate NI wishes to ensure equal opportunity is given to all job applicants.  This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.

    Applicants should note Allstate NI complete AccessNI background checks on all candidates offered a position.

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Applications processed via employer's online application form