Application Support Lead

Job Title: AMS / Application Support Delivery Lead (Incident & PAS) - Insurance Domain

Type: Contract/Permanent

Location: London, UK – Hybrid (3 days onsite a week)

Experience: 8–10 Years

Role Overview

We are looking for an experienced Application Support / AMS Delivery Lead with a strong background in the Insurance domain, specifically around Policy Administration Systems (PAS) and Subscribe platform.

The role focuses on leading production support operations, major incident management, service delivery governance, and stakeholder communication within an enterprise insurance environment.

Key Requirements (Primary Focus)

• Strong experience in Insurance domain application support
• Hands-on exposure to Subscribe PAS (Policy Administration System)
• Experience leading AMS / Production Support teams
• Major Incident Management (P1/P2 ownership)
• ITSM processes (Incident / Problem / Change / Release)
• Service Delivery & stakeholder communication
• Experience in leadership / team handling
• Technical understanding in .NET and SQL

Core Responsibilities

Incident & Support Management

• Own end-to-end resolution of major incidents (P1/P2)
• Lead technical and management bridge calls
• Coordinate multiple teams, vendors, and stakeholders
• Ensure timely communication to leadership
• Perform RCA and track preventive actions

Service Delivery & Governance

• Monitor AMS metrics (SLA, MTTA, MTTR)
• Drive service improvements and reduce recurring incidents
• Participate in change & risk review boards
• Maintain incident documentation in ServiceNow / Remedy / ITSM tools
• Apply ITIL best practices

Insurance Platform Support

• Support and manage Policy Administration Systems (PAS)
• Work with Subscribe platform
• Manage COTS insurance applications

Technical & Operational

• Understand application architecture and cloud environments
• Work closely with technical teams for resolution
• Lead day-to-day operational support activities
• Support release and change management

Required Skills

• Insurance domain experience (mandatory)
• Subscribe PAS exposure (highly preferred)
• ITIL / ITSM processes
• Incident & Delivery management
• Leadership / team handling experience
• .NET & SQL understanding

Good to Have

• ITIL Certification
• Experience in enterprise environments
• On-call support experience