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For your reference, we have included the original job posting below.
Head of Production Support
Job Number:
22771475
Company Name:
Info Technologies, Inc.
Job Location:
New York, NY US
Job Category:
Management & Business
Head of Production Support
Reference # : 10-00959 Title : Head of Production Support Location : New York, NY Experience Level : Start Date : Fri, Feb 12, 2010 Description Job Title: Head of Production Support Salary: Commensurate with experience Reporting Relationships: VP, Global Operations
Responsibilities: Manage the production support operations for Ironshore: · Currently encompasses 10 applications deployed globally and associated interfaces o 5 additional applications to be transitioned into support in Q1 o All tactical and strategic reporting capabilities to transition to support in 2010 o Prepare templates and acceptance criteria for transitioning applications into support · 24/7 availability and support across 3 underwriting platforms for US, Bermuda andLondon(soon to addCanadaas well) · Need to build the production support organization to scale for acceptance of applications and interfaces to be developed and delivered during 2010, including components of the global data warehouse and financial reporting platform, MGA/TPA interfaces, multi-currency support across all platforms, and global reinsurance · Incident management and prioritization processes · Overall responsibility for management of production support releases, to include: o Defect fixes and small change requests (large change requests will be run as projects out of the global programs, and then transition into support) o Release planning and version upgrades o Vendor management and adherence to contract SLAs o Level 1 and Level 2 support (where appropriate) o Requirements preparation and user sign-off o Management of full release lifecycle from requirements, design/development, QA, UAT, training, implementation and transition to production support o Communication of release schedules o Management of budgets · Provide implementation support for large projects to include: o Leverage production support resources to assist with UAT efforts o Provide training support, preparation of manuals, quick reference guides, FAQs o Post implementation support as the applications transition into production support · Deploy and manage the global service desk o Assist in selection of a partner, services to be provided and negotiation of contracts and SLAs o Manage the implementation project and on-going operations o Key SME for preparation of scripts and identification of metrics to ensureSLAadherence o Note: the service desk scope also includes infrastructure; while there will be a separate manager for infrastructure support, the Head of Production Support will be responsible for managing the overall relationship with the vendor § Create and maintain work plans, resource plans, cost estimates, status reports § Establish and maintain SDLC procedures, in accordance with controls framework and governance procedures
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