Senior Manager, Application Production Support

Overview

Senior Manager, Application Production Support – Join to apply for the Senior Manager, Application Production Support role at FWD Insurance.

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About FWD Group FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in fast-growing markets with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit

About FWD Life Philippines FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital and New Business Annual Premium Equivalent, respectively.

For more information, please visit fwd.com.ph.

• Provide technical guidance and mentorship to teams of professionals to ensure effective and efficient support of software applications critical to FWD business operations.
• Oversee application support teams within and outside the ITO Team; lead complex problem solving in collaboration with key business stakeholders.
• Establish and monitor performance metrics; implement best practices for incident management, problem resolution, and service request fulfillment; ensure compliance with security, policy, and audit guidelines.
• Oversee incident and service request resolution and closure, requirements refinement, application technical debt, code quality, and testing practices.
• Negotiate and manage SLAs with other support teams, group counterparts, and vendors to meet business requirements.
• Support disaster recovery and business continuity plans for all managed mission-critical applications.
• Continuously evaluate and improve support processes; standardize and optimize application support processes; document procedures and troubleshooting steps; facilitate knowledge transfer.
• Recruit, train, and mentor application support staff; conduct regular performance reviews; foster a culture of continuous learning and development.

• Graduate of a 4-year degree program (preferably B.S. in Computer Science, B.S. in Information Technology or related field).
• Relevant certifications are an advantage (e.g., PSM, ITIL, Cloud Certifications such as AWS/Azure).
• At least 5 years of experience delivering application support services; at least 3 years in a people-management role.
• Experience with Lean SDLC, SDLC frameworks, Agile operating model; strong problem-solving and decision-making skills.
• Background in AS400 programming, React/JS/Native, SpringBoot/Cloud, JAVA/CSS/HTML5; proficiency in systems integration designs and implementation.
• Familiarity with Cloud/DevOps/Automation tools and collaboration apps (Jira/Confluence/Teams); hands-on experience in life insurance system development and implementation.

Your privacy is a priority for FWD. The Company keeps your personal information with us in confidence. To know more about how we process your information, please refer to our FWD Recruitment Privacy Notice.

FWD has partnered with Talocity Instasolutions Private Limited to manage initial screening; the platform may use AI to assess candidates. When you apply, FWD may share your name, phone number and email address with Talocity to contact you and conduct the initial screening. Shortlisted candidates will be contacted by FWD for a face-to-face interview.

• Seniority level Mid-Senior level
• Employment type Full-time
• Job function Information Technology and Management
• Industries Software Development