Job Description
Responsibilities
Operational & Production Support Leadership
Lead day-to-day production support operations for Individual Solutions & WFG applications/services, ensuring high availability, performance, and stability.Act as the accountable owner for the production support operating model, including L1/L2/L3 routing, on-call rotations, escalation paths, and SLAs/SLOs.Oversee and coach a vendor/contractor support team, ensuring quality execution, clear accountability, and consistent outcomes across shifts/time zones.Own application onboarding into production support: ensure runbooks, SOPs, architecture diagrams, support metrics, monitoring/alerting, access, and DR/backup readiness are complete and current.Establish operational readiness standards across logging, monitoring, access controls, backup, disaster recovery, and maintenance windows.Vendor Management & Service Delivery...