Production Support Lead

**READY FOR ANYTHING**

At IAG, we live and work by our purpose to make your world a safer place. We are motivated by a unique culture that celebrates honesty, creativity, empathy, equity and collaboration. We call it the IAG way, and it means we all share a 'ready for anything' mindset that sets the tone for positive actions and positive outcomes. We put heart into everything we do which guides us to create amazing things for our customers, our people and our communities.

As the largest general insurance group in Australia and New Zealand, we own some of the region's most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI. We are ready for anything.

**Our Team**

We're people powered by heart

We're a diverse culture connected by heart. You'll feel it, and you'll see it come to life in our work. It's the driving force behind why we do what we do. Together, we're building on a performance culture, powered by care and commitment to our customers and community to change tomorrow.

As we work our way through our transformational journey our objective is to support our people and business to provide great customer experiences and build a modular, digitised insurance business. With the ongoing growth our business is experiencing, we need only but the best talent to help us deliver on our business goals. As such, we are looking for a Production Support Lead who is ready to join us on this exciting journey and be a part of our Platform Services Support & Operations team.

**The Role**

As the Production Support Lead you will be part of our exciting new journey as we form the foundational system build for IAG's Strategic Platform. In this role you will support our Policy & Billing Transformation Program of Work where you will be embedded in our team to help execute daily planning, run the retros, and optimise team performance. You will deliver value to stakeholders and be responsible for fostering the agile processes within multiple teams.

Crucial to your role, you will have a strong lens for continuous improvement, and you will partner with key internal stakeholders to deliver exceptional business outcomes at agreed business service levels.

**Key Responsibilities**
- Lead, motivate and drive a proactive approach to achieve continuous improvements, maintaining a focus on customer value, outcomes that maximise flow
- Coach teams on Agile ways of working, fostering continuous improvement to grow agile maturity, resilience and high performance
- Use Kanban approach to manage daily workload and planning, and Retro's to review and improve ways of working
- Manage the team roster for on-call services and manage team rosters during releases
- Create reports, and take the opportunity to enhance and develop reports and dashboards
- Provide transparency and visibility of progress throughout the sprint and Kanban planning
- Use technical as well as functional knowledge to remove roadblocks within the team as well as identifying technical risks and communicate & escalate obstacles requiring outside resolution
- Facilitate the identification and management of dependencies across teams within the program
- Work with teams to ensure estimates and resource requirements are understood to aid forward planning
- Work with Delivery teams through BAU releases ensuring Service Transition activities are planning and managed.
- Support the Platform to ensure high availability and reliability of the platform as per the agreed service levels

**Skills & Experience**
- Minimum 5 years practical hands-on experience as a Production Support Lead or equivalent Service Delivery Management experience, with experience in Agile
- Previous experience in core enterprise-wide technology platforms (Policy or Billing platforms experience would be desirable)
- Proven Agile experience using Kanban approaches
- Ability to coach and mentor Agile processes
- Excellent stakeholder management skills and experience, with the ability to engage at all levels of an organisation.
- Excellent communication and presentation skills
- Tertiary qualification/s in Information Technology or related fields
- ITIL, SAFE Agile or Scrum Master Certification

**Ready for anything? Let's talk.**

IAG rewards and recognises its people with generous benefits, career development opportunities and real work-life balance. Employees also enjoy 13% superannuation, up to 50% insurance discounts, flexible work and leave options, generous parental leave and return to work programs, various corporate partner discounts and a people-focused culture that celebrates achievements big and small.

IAG has committed to the reconciliation movement in Australia for First Nations people and focus on providing a safe and supportive work environment for all our employees. More information on our Reconciliation Action Plan can be found on our company website.