Address
Form of workApplication Support Lead
Headquartered in New York City with offices throughout the U.S. and in Vancouver, Canada, Hudson is a market-leading specialty insurer that offers a wide range of property and casualty insurance products to corporations, professional firms and individuals through retailers, wholesalers and program administrators.
Hudson underwrites specialty primary and excess insurance on an admitted basis through Hudson Insurance Company and on a non-admitted basis through Hudson Specialty Insurance Company and Hudson Excess Insurance Company. Hudson Insurance Company is admitted in all U.S. jurisdictions. Hudson has surplus lines eligibility in all U.S. jurisdictions through Hudson Specialty Insurance Company and Hudson Excess Insurance Company.
Collectively known as Hudson Insurance Group, its companies are rated A+ (Superior) by A.M. Best, Financial Size Category XV. Hudson Insurance Group is the U.S. Insurance Division of OdysseyRe, a leading worldwide underwriter of reinsurance and specialty insurance and wholly-owned by Fairfax Financial Holdings Limited.
Position Summary: Hudson Insurance Groupis currently recruiting for an Application Support Lead responsible for the following:
Essential Duties:
- Responsible for managing the production ticket backlog for the applications in scope.
- Primary point of contact for Business users, Business Relationship Manager, IT Application Support Manager, regarding the support aspects of the applications in scope.
- Primary communication source for any production application issues/availability including Major incident communication to IT and Business Management.
- Ensure incident tickets are acknowledged and resolved within the service level agreement targets.
- Assign and manage the workload for the relevant 3rd party partner resources such as analysts,
- developers/configurators and testers.
- Work with BRM and the designated product owner to prioritize and package releases for
- enhancements items.
- Responsible for planning and executing the agreed upon application releases.
- Closely work with Enterprise Release Manager on release scheduling and deployments.
- Closely work with various infrastructure support teams including Server, Citrix teams and DBAs.
- Represent the application team at Change Management Group meetings.
- Closely work with Leads/contacts of downstream applications such as billing/reporting to resolve any issues reported by users.
- Closely work with Manager of Application Support to manage the aging of backlog items proactively.
Qualifications:
- Bachelor's Degree in Computer Science, Information Technology or other relevant fields
- At least 4 years of experience leading Application Support teams in an IT Organization OR at least 6 years working in Application Support teams in various roles; Total 10 years of experience working in IT of an insurance carrier.
- Experience with ITIL methodology.
- Experience with Agile Methodology.
- Very strong Customer Service skills.
- Strong Communication skills.
- Experience in coordinating/facilitating with cross functional teams on IT and business.
- Experience using Azure DevOps preferred.
Location: NY Tri State Area preferred
In New York City, NY the pay range for the role is $130,000 to $165,000. The specific offer will depend on an applicant's skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program. In addition, Hudson/Odyssey offers a comprehensive benefits package. This range is specific to New York City, NY and may not be applicable to other locations.
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