FBS Production Support Engineer

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world. 

Job Summary

We are seeking an experienced Application Subject Matter Expert III to support the Direct Sales business and customer contact center operations. This role is responsible for ensuring the stability, reliability, and performance of critical production applications, with a strong focus on incident management, root cause analysis, system monitoring, and continuous improvement.

The successful candidate will serve as the primary escalation point for production issues, collaborate with business and IT stakeholders, and drive timely resolution of incidents impacting business operations. This individual will also leverage technical expertise across applications, APIs, databases, integrations, and monitoring tools to identify opportunities for automation and operational excellence.

Key Responsibilities

• Coordinate and lead incident response efforts to ensure timely issue resolution and business communication.
• Serve as the escalation point for complex production support issues.
• Monitor production environments using observability and monitoring tools to proactively identify risks and system anomalies.
• Own and manage high-priority incidents, driving root cause analysis and permanent remediation.
• Lead post-incident reviews and implement preventive measures.
• Collaborate closely with Direct Sales business teams, contact center leadership, and cross-functional IT teams.
• Provide clear and timely communication regarding incident status, business impact, and resolution plans.
• Identify recurring production issues and recommend process improvements.
• Develop and maintain support documentation, operational runbooks, and automation opportunities.
• Review and approve system changes impacting production environments.
• Validate testing activities prior to production deployments.
• Analyze application architecture, integrations, APIs, middleware components, databases, and data flows to troubleshoot issues effectively.
• Support implementation activities and provide technical guidance to stakeholders.
• Mentor junior team members and share best practices.