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Aegon · 1 day ago

Senior Director, IT Production Support

United States

Full-time

Hybrid

Senior Level, Lead/Staff

$185K/yr - $250K/yr

10+ years exp

Aegon is seeking a Senior Director for IT Production Support to define and execute the strategic vision for Level 2 application and operational support. The role involves driving operational excellence, managing stakeholder relationships, and leading a high-performing support organization.

Asset ManagementAuto InsuranceFinanceHealth InsuranceInsuranceLife InsuranceRetirement

No H1B

Responsibilities

Define and execute the long-term vision for Level 2 application and operational support, ensuring alignment with overall company strategy and business goals

Establish and communicate strategic and operational initiatives that support divisional objectives

Provide strategic oversight for all L2 application and operational support activities, driving reliability, accuracy, and efficiency across business systems and applications

Develop and enforce critical KPIs, service level agreements (SLAs), and performance standards for the L1/L2 operational support organization

Own release, deployment, incident, problem, and change management for all business applications, ensuring seamless execution and minimal disruption

Partner with infrastructure, database, and monitoring teams to ensure end-to-end application stability

Serve as the escalation point for L2 and L3 application issues, aligning infrastructure and application teams during outages for rapid resolution

Manage strategic relationships with third-party vendors and service providers to optimize support operations

Balance and prioritize competing system demands by collaborating with multiple departments, ensuring business needs are met efficiently and effectively

Champion best practices and process improvements, leveraging frameworks such as ITIL and SDLC, and applying cost-benefit analyses to all initiatives

Drive root cause analysis (RCA) and ensure permanent solutions are implemented to minimize downtime and enhance system stability

Own and maintain application support runbooks, knowledge base, and Standard Operating Procedures (SOPs)

Plan and manage budgets, resource allocation, and cost-control measures to maximize efficiency and address current and future needs

Lead staffing, development, performance evaluations, and career planning for the department, fostering a culture of innovation, growth, and accountability

Create and implement staff training plans and career pathways to build a high-performing support organization

Monitor and report on application performance, KPIs, and SLA adherence, ensuring transparency and accountability in support operations

Proactively expand knowledge and seek best practices in the area of responsibility to maintain a competitive edge

Qualification

IT service managementProject management frameworksApplication support experienceStrategic planningFinancial managementAnalytical skillsTeam developmentLeadership skillsCommunication skillsNegotiation skills

Required

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. A Master's degree is highly preferred

Experience: A minimum of 10–15 years of progressive experience in application support, with at least 8 years in a senior leadership role overseeing a large-scale or global team

Leadership skills: Exceptional leadership and people management skills, with a proven ability to lead multi-level, multi-faceted teams and influence across organizational boundaries

Communication Skills: Exceptional communicator with advanced verbal, written, and presentation skills; able to translate complex technical information for diverse audiences, including executives and business partners

Technical expertise: Deep understanding of IT service management (ITSM) and project management frameworks like ITIL, as well as modern software development lifecycle (SDLC) methodologies

Business acumen: Strong strategic planning, financial management, and analytical skills, with the ability to connect support operations to overall business outcomes