Lead Production Support Analyst

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.

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.
* 8+ years in production support, IT operations, cloud operations, or SRE/Platform operations, with 3+ years in a lead role (team lead, service owner, or vendor lead).
* Strong knowledge of ITSM/ITIL practices and hands-on experience with Service Now (Inc/Prob/Chg; Event Mgmt preferred).
* Demonstrated ability to lead high-severity incident response, drive cross-functional execution, and ensure disciplined RCA/PIR completion.
* Proven experience managing vendor/contractor teams, including performance management through KPIs, governance routines, and continuous improvement plans.
* Technical fluency across applications, infrastructure, cloud, and database layers, able to guide triage and validate solutions.
* Strong documentation skills: runbooks, SOPs, support models, escalation procedures, and operational readiness checklists.
* Excellent communication skills able to translate complex technical events into business impact and executive-ready updates.
* Experience supporting financial services/insurance applications and regulated environments (audit, evidence capture, change controls).
* Experience implementing automation (runbook automation, scripting, auto-remediation) and improving observability practices.
* Exposure to SLO/SLI definitions, reliability reporting, and operational scorecards.
· Experience with multi-sourced/global delivery models and coordinating across time zones.
* Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience); advanced degree a plus.
* Pension Plan
* 401k Match
* Employee Stock Purchase Plan
* Tuition Reimbursement
* Disability Insurance
* Medical Insurance
* Dental Insurance
* Vision Insurance
* Employee Discounts
* Career Training & Development Opportunities
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