Application Support Lead - Hybrid

Crum & Forster Company Overview

Crum & Forster (C&F), with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies. C&F enjoys a financial strength rating of "A+" (Superior) by AM Best and is proud of our superior customer service platform. Our claims and risk engineering services are recognized as among the best in the industry.

Our most valuable asset is our people: more than 2000 employees in locations throughout the United States. The company is increasingly winning recognition as a great place to work, earning several workplace and wellness awards, including the 2024 Great Place to Work Award for our employee-first focus and our steadfast commitment to diversity, equity and Inclusion.

C&F is part of Fairfax Financial Holdings, a global, billion dollar organization. For more information about Crum & Forster, please visit our website:

Since 2000, Crum & Forster’s Accident & Health division (A&H) has offered a diverse portfolio of specialty insurance and reinsurance products nationwide. We place a strong focus on product development and creative distribution methods, along with excellent client service and support.

In addition to our robust domestic portfolio, which spans both special risk and medical solutions, A&H works on an international basis through various partnerships. Our global capabilities provide our partners with even broader flexibility in underwriting solutions.

The qualities and capabilities of Crum & Forster Accident & Health demonstrate our philosophy of building meaningful, long-term partnerships and our dedication to providing alternative strategies in an ever-changing insurance market.

Information about the Role, Line of Business and Team:

The Application Support team provides support for the A&H Business unit, including the offices in Phoenix, AZ and Glastonbury, CT as well as all the remote users. We support multiple technologies and a diverse group of users.

This position provides support and assistance to the A&H Business Unit. Support includes leading team for application onboarding, knowledge transfer and documentation, stakeholder communication, and vendor management. This leadership role will be responsible for managing all application-related support issues, onboarding new applications, and acting as the central liaison between application stakeholders, vendors, project resources and internal IT teams.

This is a position working a hybrid schedule in our Eatontown, NJ office.

What you will do for C&F:

• Lead Application Support Operations: Manage all aspects of application support including incident resolution, problem management, and root cause analysis for all supported applications.
• New Application Onboarding: Oversee and coordinate the onboarding process for all new applications, including infrastructure integration, user access provisioning, and environment setup.
• Knowledge Transfer & Documentation: Lead the knowledge transfer process for new applications and ensure proper documentation is created and maintained. Collaborate with the Service Desk Lead to develop and update Knowledge Base articles and troubleshooting guides.
• Stakeholder Communication: Serve as the primary point of contact for application stakeholders regarding support updates, application health, and release communications.
• Vendor Management: Maintain high-visibility communication with third-party application vendors, managing expectations with resources and teams, escalations, and service level agreements (SLAs).
• Cross-Functional Collaboration: Work closely with IT teams, project managers, business analysts, and end users to ensure seamless support and transition of applications from development to production.
• Service Improvement: Continuously identify opportunities to enhance the efficiency and effectiveness of application support processes, tools, and workflows.
• Reporting & Metrics: Generate and deliver regular performance reports, highlighting support trends, application stability, and resolution timelines.
• Performs other related duties as assigned in support of business and digital transportation goals.

What you will bring to C&F:

• Technical or College Degree in Information Technology, Management or related field, and/or Advanced networking certifications.

• 5+ years of experience in IT application support, with at least 2 years in a leadership or senior role.
• Strong understanding of application lifecycle management and ITIL best practices.
• Proven experience in managing vendor relationships, offshore, and service contracts.
• Exceptional communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Strong Customer Service focus.
• Excellent organizational, verbal, and written communication as well as interpersonal and relationship building skills with the ability to influence; ability to negotiate skillfully and successfully.
• Willing to accept new responsibilities and adapt to change.
• Detail…