FBS Problem and Incident Leader (Production Support)

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premium well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

This position is focused in ensuring minimal disruption to business operations and to provide timely communications and quick resolutions when issues arise. This position offers production Support for Sales and Direct Business Units (BU) applications. Plays a critical role in ensuring smooth operations, system reliability, and timely issue resolution.

This position primary focus is under production support including:

• Incident Management
• Application Monitoring
• Root Cause Analysis & Problem Management
• Data Integrity & Validation
• Business Process Support
• Change Management
• Communication & Stakeholder Engagement

• Key Activities

  Leadership & Coordination

  • Leads a team of production support engineers.

  • Coordinates incident response, ensuring timely resolution and communication.

  • Acts as the escalation point for any production issues.

  System Reliability & Monitoring

  • Oversees monitoring tools and dashboards to proactively detect issues.

  Incident & Problem Management

  • Owns highpriority incidents, driving root cause analysis and permanent fixes.

  • Facilitates postmortems and implements preventive measures.

  Stakeholder Engagement

  • Collaborates with Direct Sales, Direct BU leaders, and across IT teams to align support efforts.

  • Communicates status updates, business impact, and resolutions timely, clearly and effectively.

  Process Improvement

  • Identifies recurring issues and inefficiencies in support workflows.

  • Implements automation, documentation, and best practices to improve response times and reduce manual effort.

  Change & Release Management

  • Reviews and approves changes impacting Sales and Direct BU systems.

  • Ensures proper testing and validation before deployment to production.

  Technical Expertise

  • Deep understanding of system architecture, integrations, and data flows.

  • Skilled in troubleshooting APIs, databases, middleware, and frontend applications.

  Requirements

  • 79 years of experience in a similar role as a problem and incident leader
  • Bs in Information Technology or similar
  • Full English Fluency
  • 6 years of experience in application development testing or business system analysis role Production Support 247.
  • Leadership Role: At least 3 years of experience leading a team

  • Technical & Business Skills

    • Dynatrace Required
    • FullStory Required
    • Mixed Panel Required
    • SQL and Java Required
    • Power BI
    • Cloud AWS

    • Benefits

      This position comes with competitive compensation and benefits package:

      1. Competitive salary and performancebased bonuses
      2. Comprehensive benefits package
      3. Home Office model
      4. Career development and training opportunities
      5. Flexible work arrangements (remote andor officebased)
      6. Dynamic and inclusive work culture within a globally known group
      7. Private Health Insurance
      8. Pension Plan
      9. Paid Time Off
      10. Training & Development
      11. *Note: Benefits differ based on employee level

      12. About Capgemini

          Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.