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
• ITSM processes (Incident / Problem / Change / Release)
• Service Delivery & stakeholder communication
• Experience in leadership / team handling
• Technical understanding in .NET and SQL

Core Responsibilities

• 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

• Subscribe PAS exposure (highly preferred)