Claim Tech Production Services Lead

What Is the Opportunity?

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 at Travelers. In 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.

What Will You Do?

• 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 — ServiceNow ITSM process adherence, change governance, application governance via Archer and EnterpriseOne (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.
• 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.
• 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.

What Will Our Ideal Candidate Have?

• 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 ServiceNow (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 provide 24x7 on call support.

Must Have

• High School diploma or equivalent.
• 5 years of technology or business related experience.