MSIG USA continues to grow! 

Company Overview:

MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc., one of the world’s top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business’s unique risks.

Summary/Job Purpose:

The Production Support Lead plays a key role in ensuring the smooth, consistent operation of enterprise applications. In this position, you’ll guide support efforts, coordinate with cross-functional teams, and help implement thoughtful improvements that enhance system performance and user experience. This is a great opportunity for someone who values collaboration, enjoys problem-solving, and wants to make a meaningful contribution to the reliability and efficiency of core business systems.

Responsibilities:

• Act as a lead for incident response, ensuring issues are identified, escalated, and resolved quickly.
• Analyze recurring issues, recommending & implementing solutions that enhance platform stability.
• Support team development by coaching junior team members, reinforcing a culture of accountability, knowledge sharing, and continuous improvement.
• Coordinate and execute application deployments and patch cycles, ensuring minimal disruption.
• Monitor system performance proactively, identifying optimization opportunities and driving initiatives to improve efficiency and reliability.
• Serve as a trusted partner between IT, business users, and vendors, ensuring expectations are aligned and updates are clearly communicated.
• Maintain accurate, up-to-date documentation for support processes, job workflows, known issues, and system changes.
• Assist in audit readiness efforts, gathering and organizing evidence to support external SOC 1 engagements, and internal compliance requirements.
• Identify and drive process improvements, automating manual tasks, tightening controls, and enhancing day-to-day operational flow.
• Keep current with enterprise tools and technologies, bringing forward relevant insights and helping the team adopt emerging best practices.
• Coordinate with external vendors and support partners, holding them accountable to SLAs and ensuring timely delivery of services.
• Evaluate operational risks and implement mitigation plans, maintaining high system availability and readiness for unplanned events.

Qualifications:

• Hands-on experience with enterprise application support, including software troubleshooting, log analysis, and issue triage across complex systems.
• Working knowledge of relational databases (e.g., SQL Server, Oracle), with the ability to query, interpret data, and support integration-related workflows.
• Proficiency in at least one scripting or automation language, such as PowerShell, Python, or Shell - used for streamlining routine operational tasks.
• Demonstrated problem-solving strength, including root cause analysis (RCA), pattern recognition, and proactive issue prevention.
• Excellent communication and collaboration skills, with the ability to clearly engage stakeholders across technical and non-technical teams.
• Highly organized and detail-oriented, capable of managing multiple priorities in a fast-paced, production-driven environment.
• Strong sense of accountability, ownership, and follow-through - especially during time-sensitive situations.
• Understanding of agile workflows, sprint cycles, and release coordination, with exposure to tools like Azure DevOps and ServiceNow.
• Familiarity with Control-M or other enterprise scheduling platforms is a major plus.
• Familiarity with Insurity Policy Decisions is a major plus.
• Knowledge of P&C insurance processes and compliance requirements (e.g., SOX, SOC1) is preferred, but not required - willingness to learn is essential.

Education and Experience Required: 

• Bachelor’s degree in Information Technology, Computer Science, or a related field - or equivalent combination of education and relevant experience.
• 5+ years of experience in IT operations or enterprise production support, with a strong track record of managing incidents, coordinating deployments, and supporting critical applications.
• 2+ years of experience in the Property & Casualty (P&C) insurance domain is preferred, including familiarity with industry workflows and regulatory considerations.
• Prior exposure to software development concepts and scripting (e.g., PowerShell, Python, SQL) to support automation and troubleshooting.
• Experience working within cross-functional environments, including collaboration with business users, vendors, and infrastructure teams.

It's an exciting time for our company and a great opportunity to join a financially sound and growing global insurance group!  

It is the policy of MSIG USA to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, MSIG USA will provide reasonable accommodations for qualified individuals with disabilities.