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Job Title: Production Support Lead
Employment Type: 6-Month Contract-to-Hire (C2H)
Location: Tampa, FL
Work Arrangement:
- 100% onsite during the contract period (first 6 months)
- Hybrid schedule (3 days onsite, 2 days remote) upon conversion to full-time employee (FTE)
Work Authorization Requirement: U.S. Citizen (USC) or Green Card (GC) holders only
Position Objective:
The Production Support Lead will be responsible for managing all production support activities for our clients Guidewire and Magesto platforms. This role ensures smooth issue resolution, defect tracking, and effective coordination between QA, development, and business teams.
Key Responsibilities:
- Oversee and manage all production support efforts for Guidewire and Magesto platforms.
- Ensure defects are properly reported, triaged, and assigned to the correct software fix releases.
- Ensure QA teams are thoroughly documenting all tickets and following proper procedures.
- Communicate with development teams regarding release timelines for issue resolution.
- Work on special projects as needed (e.g., managing policy system clean-up related to rate discrepancies and customer refunds).
- Serve as a liaison between business and technical teams to provide updates on ticket progress and gather missing information when needed.
Day-to-Day Responsibilities (Task Breakdown):
- Follow-ups with QA team to ensure proper triaging and progress tracking of tickets.
- Collaboration with Development teams to track release timelines for bug fixes.
- Business communication and updates on production support ticket progress.
- Gathering missing details from business teams to ensure QA teams have the necessary information for resolution.
Minimum Qualifications & Requirements:
Education:
- Bachelor’s degree required.
Experience:
- 2+ years of experience in a production support role, working as a liaison between technology and business teams.
- Prior experience in an insurance company is mandatory.
- Experience in Property & Casualty (P&C) insurance is a plus.
Technical Skills:
- Proficiency in Excel (pivot tables, charts, spreadsheets) to track ticket progress.
- Experience working with ticketing systems (e.g., Jira or ServiceNow);
- Basic QA experience performing light triage in a production support environment is preferred.
Soft Skills:
- Strong communication and organizational skills.
- Excellent follow-through to ensure tasks are completed.
- Persistent in driving progress and resolving issues.
- Strong cross-functional collaboration skills.
- Ability to work in a fast-paced, results-driven environment.
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