Claim Tech Production Services Lead

Job Summary Production Support Lead reports directly to the AVP of Claim Technology Services and serves as a critical member of the Tech Services Leadership Team. Responsibilities Oversee a team of Production Support Engineers, providing 24x7 production coverage as escalation point. Govern primary GSO vendor partnership, vendor relationship oversight, SLA adherence, performance monitoring, and backup for work order management and contract execution. Ensure technology administration and application governance via ServiceNow ITSM, change governance, Archer, EnterpriseOne (E1/EPMS) and platform hygiene. Backup for software development oversight: GSO-delivered development activities, vulnerability remediation, application currency, modernization efforts. Support Shared Platform Services and Run-Enhance-Maintain (REM) functions aligned with the broader Claim Technology Services organization. Contribute to strategic technology operational plans and departmental budget; develop/implement tactical/operational plans while staying within budget. Provide key project stakeholders and IT leadership with timely status or system performance updates. Apply knowledge of current industry trends to formulate solutions within assigned projects and/or enhancements. Direct team to achieve deliverables and manage day-to-day work of direct reports; provide performance feedback, coaching, and formal reviews. Enabler of AI tools and processes. Perform other duties as assigned. Authorized to work for any employer in the US; does not support H-1B, TN, or STEM OPT petitions. Qualifications 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. Availability for 24x7 on-call support. Must Have High School diploma or equivalent. 5 years of technology or business related experience. Compensation & Benefits Annual base salary range: $146,400.00 - $241,600.00, plus performance-based cash incentive awards. Health Insurance for employees and eligible family members from first day. 401(k) match up to 5% of eligible pay. Student loan savings program. Pension Plan fully funded by Travelers. Minimum 20 days paid time off annually, plus nine paid company holidays. Wellness program including mental health counseling, health coaching. Volunteer encouragement with matching gift and volunteer rewards program. Employment Practices Travelers is an equal opportunity employer. In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions. Travelers reserves the right to fill this position at a level above or below the level included in this posting. #J-18808-Ljbffr Travelers Canada