AMS Production support Lead- Subscribe tool

Who are we looking for?

• Senior Lead with good experience in leading AMS/Production support engagements with Insurance domain (London Lloyds Market)

• 8-10 years in service delivery, IT operations, or a similar role

• .NET, SQL
• Preferrable experience in working with Subscribe, a PAS System (Policy Administrative System).
• Incident/Service Request/Problem/Change Management
• Release Management
• Good understanding on AMS metrics like SLA/MTTA/MTTR
• Take end-to-end ownership of Major and High Priority (P1/P2) incidents from identification through resolution and closure.
• Lead real-time incident bridges (technical and management) involving multiple support teams, vendors, and stakeholders.
• Ensure timely communication and updates to stakeholders and leadership during major incidents.
• Coordinate with technical teams to drive quick resolution, root cause identification, and service restoration.
• Log, track, and document all incident activities using ITSM tools (e.g., Service Now, BMC Remedy).
• Ensure proper escalation procedures are followed, and technical/management escalations are handled effectively.
• Work with Problem Management to ensure Root Cause Analysis (RCA) is completed and preventive actions are tracked to closure.
• Analyze incident trends and recommend service improvements to reduce future major incidents.
• Participate in change and risk review boards to ensure incident learnings are applied proactively.
• Contribute to continuous improvement of the Major Incident Management process, documentation, and communication standards.
• Proven track record in managing critical / high-severity IT incidents in complex, enterprise environments.
• Solid understanding of IT infrastructure, application architecture, and cloud environments.
• Strong knowledge of ITIL framework – ITIL Foundation certification (good to have).
• Experience with ITSM tools such as Service Now, Remedy, or equivalent.
• Ability to make decisions and lead under pressure in a high-stakes environment.
• Good to have Insurance domain knowledge
• Lead the team on day to day operations
• Experience working on COTS products

• Excellent verbal and written communication skills, with experience presenting to leadership.
• Willingness to support Oncall