IS Director - ProdOps Lead

Company: Travelers Canada
Location: Hartford
Posted on: September 22, 2022

Job Description:

Who Are We?Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.Job CategoryTechnologyCompensation OverviewThe annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.Salary Range$111,200.00 - $183,500.00Target Openings1What Is the Opportunity?We are looking for energetic team members that are enthusiastic innovators who want to work in a dynamic team environment. We seek individuals that are lifelong learners interested in promoting a collaborative engaged culture where Lean Product Management, User Centered Design, and other Agile practices are utilized to help develop solutions to enable Travelers to continue to be a leader in the digital age. As a key part of the strategic initiatives in Business Insurance, Travelers seeks a ProdOps Lead who will actively participate and contribute in discovery, design, delivery, and support activities within the organization. Candidate will lead the development, implementation and maintain policies and procedures for application support services. The candidate will manage the team to ensure that all support or service requests are dealt with according to the defined procedures. The candidate will manage external service/support providers with the technical support for the software application. The candidate will be accountable to communicate and negotiate with stakeholders and external parties on application support-related matters. The candidate will be accountable for periodic reviews on the issues raised and resolved in order to identify trends and help the accountable team to make improvement. The candidate is a lifelong learner that is curious and always looking to run experiments in order to improve our processes and procedures. They are someone who always looks to to add automation to ensure that previous issues are not repeated and looks to proactively avoid future issues for our users.What Will You Do?

• Discuss all production support aspects with application (Value Stream and Circle) leadership.
• Provide technical support and troubleshoot application production issues.
• Facilitate root cause analysis and key preventative actions on major incidents/outages.
• Arrange, assign, adjust and monitor shifts to ensure application support coverage.
• Interact with infrastructure, Helpdesk, Management & Operations and application teams.
• Provide feedback, direction, and mentoring to production support team members.
• Provide regular status reports to business and technology leadership on application status and other metrics.
• Prioritize issues raised and resolve it accordingly.
• Coordinate escalation and resolution of major issues.
• Report promptly to management and business partners regarding critical outages until resolution.
• Provide additional support to existing production support procedures.
• Dedicated to successful team management and continuous improvement.
• Define action and work plans to address the issues.
• A natural collaborator and problem solver.
• Demonstrated leadership and decision making skills.
• Comfortable with critical thinking and swift decision making.
• Proactive in applying tools to monitor systems at all levels, anticipate where new issues could arise and implement preventative solutions before they impact users.
• Identify production issue treads to provide valuable insight while working directly with other teams.
• Directs assigned staff to implement and/or maintain systems of medium to high complexity and/or assigned project(s).
• Manages to the tactical and operational plan and budget for assigned information systems and/or projects of business unit significance.
• Provides input to the Senior management team on the development of the operational plan.
• Advocates the use of technology to develop and/or redesign the organization's processes.
• Understands cost benefit analysis as the key driver for enhancement and/or project prioritization.
• Has awareness of Enterprise strategies and impact on the line of business or functional area of responsibility.
• Provides key project stakeholders and IT leadership with timely status updates and/or system performance updates.
• Applies knowledge of current industry trends and techniques to formulate solutions within the context of assigned projects and/or enhancements.
• Accountable for directing team to achieve deliverables.
• Manages team direction and the day-to-day work of direct reports.
• Responsible for providing consistent performance feedback/coaching and completing formal performance reviews.
• Perform other duties as assigned.What Will Our Ideal Candidate Have?
  • Confidence
  • Continuous Improvement mindset
  • Technical acumen
  • Organized and efficient
  • Leadership and interpersonal skills
  • Problem solving skills
  • Communication skills
  • Teamworking skills.
  • Bachelor's degree in a related field preferred.
  • 7 years of technology or business related experience preferred.
  • 2 years of experience managing others preferred.Technical Knowledge:
    • Has a solid working knowledge of capabilities and direction of technology, coupled with an in-depth knowledge of the technology required and the needs of business environment necessary to support assigned systems and/or projects.
    • Develops solutions to meet business needs that reflect a clear understanding of the objectives, practices and procedures of the corporation, department and business unit.
    • Has thorough understanding of staff responsibilities, abilities and development needs.Business Knowledge & Partnership:
      • Creates an atmosphere where business partner's issues are dealt with professionally and in a timely manner.
      • Suggests solutions that make sense and are in line with future technology direction.
      • Communicates openly and effectively in a manner consistent with the audience.
      • Demonstrates an adaptive style that is flexible and effective in gaining cooperation of others.Problem Solving & Decision Making:
        • Demonstrates sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information. Knows where to obtain information needed to make the appropriate decisions.
        • Breaks a problem down to manageable pieces and implements effective, timely solutions.
        • Is very good at identifying the problem versus the symptom.
        • Deals increasingly with problems that require involvement of others to solve.
        • Has the ability to reach sound decisions quickly.
        • Carefully evaluates alternative risks and solutions before taking action.
        • Optimizes the use of all available resources.Team Orientation:
          • Maintains effective partnerships across the organization and is able to influence senior management, peers and subordinates through an inclusive style and recognition of their abilities and knowledge.
          • Balances team and individual responsibilities.
          • Exhibits objectivity and openness to others' views.
          • Gives and welcomes feedback.
          • Puts success of team above own interest.Leadership:
            • Manages functional objectives and priorities supporting multiple assigned business units.
            • Responsibilities are assigned with latitude for setting priorities and decision-making using generally accepted guidelines.
            • Results are reviewed with next level manager for clarification according to predefined objectives.
            • Sets appropriate goals for the area and monitors progress against the plan.
            • Delegates to maximize organizational effectiveness.
            • Knowledge of Agile methodology and ability to apply them to projects. In the Agile environment the director level typically performs as an experienced Scrummaster.Financial Awareness:
              • Develops a portion of an overall divisional budget subject to review and is responsible for expense control for the units assigned.
              • Demonstrates sound cost-effectiveness.
              • Failure to achieve objectives can result in delays or inefficiencies resulting in readjustment of resources and/or staff.
              • Responsible for important and confidential information.Human Resource Management:
                • Demonstrates good interpersonal skills by displaying an understanding of the needs and perspective of others.
                • Able to balance the workload of team members and supervise individuals of varying abilities.
                • Able to identify the talents of others and match them to the tasks that will best suit the area goals and/or provide growth for the individual.
                • Able to assess and identify employee skill development needs and put together a training program for the individual. Coaches staff to stimulate their professional growth.
                • Responsible for the accurate and timely completion of staff performance evaluations and development planning.
                • Recruits and retains effective staff members.
                • Demonstrates a capacity to recognize, value and respect differences across a diverse work force.
                • Depend on the specific role but some examples may include;
                • Rally
                • Kanban/Agile/SAFeWhat is a Must Have?
                  • High School diploma or equivalent required.
                  • 5 years of technology or business related experience required.What Is in It for You?
                    • Health Insurance: Employees and their eligible family members - including spouses, domestic partners, and children - are eligible for coverage from the first day of employment.
                    • Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
                    • Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
                    • Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you're eligible for five free counseling sessions with a licensed therapist.
                    • Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.Employment PracticesTravelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences. -If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an so we may assist you.Travelers reserves the right to fill this position at a level above or below the level included in this posting.To learn more about our comprehensive benefit programs please visit .

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