Lead Production Support Analyst

Job Family

IT Operations

About Us

At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.

Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment - one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.

Who We Are

We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life.

Today, we're part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what's important to them.

We're empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good - for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.

What We Do

Transamerica is organized into three distinct businesses. These include
1) World Financial Group, including Transamerica Financial Advisors,
2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and
3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs.

Transamerica employs nearly 7,000 people. It's part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.
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Job Description Summary

The Lead Production Support & Operations role is responsible for end-to-end production support management for a defined line of business (Individual Solutions and WFG) ensuring availability, stability, performance, and operational excellence for business-critical applications and services. This Lead oversees a vendor/contractor production team, drives incident/problem/change rigor, and delivers measurable improvements through automation, monitoring enhancements, and operational standardization.

This role is preferred to be hands-on (or strongly technically fluent) with the ability to guide triage, diagnose complex issues across application/infrastructure/database layers, and partner effectively with engineering, infrastructure, security, and business stakeholders.

Job Description

Responsibilities

Operational & Production Support Leadership

* Lead day-to-day production support operations for Individual Solutions & WFG applications/services, ensuring high availability, performance, and stability.

* Act as the accountable owner for the production support operating model, including L1/L2/L3 routing, on-call rotations, escalation paths, and SLAs/SLOs.

* Oversee and coach a vendor/contractor support team, ensuring quality execution, clear accountability, and consistent outcomes across shifts/time zones.

* Own application onboarding into production support: ensure runbooks, SOPs, architecture diagrams, support metrics, monitoring/alerting, access, and DR/backup readiness are complete and current.

* Establish operational readiness standards across logging, monitoring, access controls, backup, disaster recovery, and maintenance windows.

Vendor Management & Service Delivery

* Manage vendor performance (tickets, SLAs, MTTR, quality of RCAs, repeat incidents, documentation hygiene) and drive continuous service…