Claim Tech Production Services Lead

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 170 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.

The 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.

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The Production Support Lead reports directly to the AVP of Claim Technology Services and serves as a critical member of the Tech Services Leadership Team. This individual oversees a team of Production Support Engineers, provides 24x7 production coverage as the escalation point for the team, governs the primary GSO vendor partnership, and is the primary point of accountability for severe incidents impacting the Claim Division  this role you will also direct assigned staff to implement and/or maintain systems of high complexity and/or projects of major business unit significance.

Applicants must be authorized to work for any employer in the US. The company does not sponsor or support H-1B, TN, or Forms I‑983/STEM OPT petitions.

• Claim Division production applications — uptime, stability, and incident response across the full application estate.
• Primary GSO vendor partnership — vendor relationship oversight, SLA adherence, and performance monitoring; serves as backup to peer for work order management and contract execution.
• Technology Administration and Application Governance — Service Now ITSM process adherence, change governance, application governance via Archer and Enterprise One (E1/EPMS), and platform hygiene.
• Software development oversight (backup) — GSO-delivered development activities including vulnerability remediation, application currency, and modernization efforts.
• Shared Platform Services and Run‑Enhance‑Maintain (REM) support functions as aligned with the broader Claim Technology Services organization.
• Contributes significantly to the strategic technology operational plans and department budget.
• Has responsibility for developing/implementing a tactical and/or operational plan and staying within the departmental budget.
• A technology leader in the effort to utilize technology to develop and/or redesign the organization’s processes.
• 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 in order 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.
• Be an active enabler of AI tools, and processes.
• Perform other duties as assigned.

• Bachelor's degree in a related field.
• 7+ years in IT/technology leadership or senior technology operations role.
• 3 years of experience managing others.
• Ability to lead under pressure during major/severe incidents.
• Claim and/or industry specific experience.
• Strong working knowledge of ITSM processes (Incident, Change, Problem Management).
• Familiarity with Service Now (ITSM platform) — Yokohama release or similar.
• Exposure to application modernization programs (e.g., Spring Boot, cloud migration).
• Experience in Agile/SAFe delivery environments.
• Be able to…