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Location: 

Boston, MA, US

Head Platform Support

 

About iptiQ
 

iptiQ is a risk tech start-up within Swiss Re Group. Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime.

iptiQ provides digital, bespoke and transparent L&H and P&C protection products in a B2B2C manner. Founded in 2014, we're transforming the way consumers buy insurance with a unique digital insurance engine which incorporates the latest technology with world-class underwriting capabilities. We build strong partnerships to sell insurance via trusted brands.

iptiQ offers a flexible working environment where curious and adaptable people thrive. Are you interested in joining us?

 

About the Role

 

iptiQ is currently looking for a dynamic and energetic Head of Platform Support to lead and professionally grow individual contributors across the globe that provide 24x7 support for our SaaS platforms. This leader is someone who collaborates with other IT and business leaders to create best IT operations practices, promotes team growth, and is passionate about providing high quality customer and stakeholder service and accomplish our published service level agreements. Great opportunity for working with latest technologies and innovative insurance digital landscape.

 

  • Supervise, track and improve the services defined in the service portfolio of Platform Operations, ensuring an impeccable level of service. Be accountable for Incident SLAs, L1/L2/L3 support teams, on call support schedules and well maintained application runbooks.
  • Supervise the efficiency of Incident & Problem Management activities and service level management, Operational processes performed by Platform Operations. Propose and implement customer support and external communication tools and processes to increase service levels.
  • Manage the relationship with internal and external stakeholders. Facilitate the End-to-End processes in Production together with other departments toward a common goal.
  • Define KPIs, track service metrics and set up reporting on productivity, quality, availability etc.
  • Provide regular insights to iptiQ internal functions to identify and prioritize opportunities improving Production application efficiency, costs and quality of services.
  • Nurture close relationships within IT and Swiss Re group to ensure frictionless collaboration.
  • Coordinate with external vendors who provide core support services.

 

About You

 

  • You have at least 3-5 years experience running an enterprise support function
  • You had at least 3+ years experience managing teams
  • You have proven experience and skills in managing IT production services and products in an insurance business. Sound knowledge on methodologies like ITIL, incident management tools like ServiceNow, AzureDevOps or ZenDesk and reporting tools like Tableau or PowerBI
  • You have an understanding of end-to-end business processes in Insurance sector and Cloud technologies like Azure, AWS etc.
  • You are completely self-managed, and able to co-ordinate with Cloud infrastructure and application development teams to solve Production problems and incidents
  • You are able to succeed and manage teams in a multi-cultural, multi-location environment
  • You are experienced in managing customer & client relationships with customer centricity as the objective
  • You have passion for customer/application service with excellent analytical, troubleshooting and problem solving skills
  • You are experienced in applying agile methodologies to digital service management and you implement such concepts in an effective and lean way leading by example
  • You are comfortable with being actively engaged with a diverse range of stakeholders both in a virtual and physical environment
  • You seamlessly interact with executives, senior business leaders and project teams
  • You communicate complex concepts in a compelling, concise, and creative way
  • You work well under pressure and on multiple and conflicting priorities
  • You have an excellent command of spoken and written English.
  • You are committed to accuracy, attention to detail, and quality. Focus on delivery, meeting Incident SLAs and providing high quality service to our internal and external stakeholders
  • Any expereince in an agile environment would be a plus
  • Any experience in the insurance industry would be a plus

 

Swiss Re is an equal opportunity employer. It is our practice to recruit, hire and promote without regard to race, religion, color, national origin, sex, disability, age, pregnancy, sexual orientations, marital status, military status, or any other characteristic protected by law. Decisions on employment are solely based on an individual's qualifications for the position being filled.

During the recruitment process, reasonable accommodations for disabilities are available upon request. If contacted for an interview, please inform the Recruiter/HR Professional of the accommodation needed.

 

Keywords:  
Reference Code: 100385 


Nearest Major Market: Boston

Job Segment: Underwriter, HR, Insurance, Human Resources