Technical Manager

Job Summary

Technical Manager will oversee the end-to-end management of IT operations, infrastructure, and application support across the organizations general insurance ecosystem. The role ensures service reliability, compliance, and operational efficiency while driving governance and alignment with business and regulatory objectives. The incumbent will lead a team managing applications,

networks, servers, databases, and IT security to support mission-critical insurance operations.

Key Responsibilities

1. IT Operations Management

2. Provide centralized tracking, monitoring, and control of the organizations IT operations portfolio.

3. Oversee daily IT operations, ensuring high system availability and timely resolution of incidents and service requests.
4. Implement and maintain robust monitoring mechanisms for core systems, databases, networks, and applications.
5. Define and enforce SLAs, OLAs, and performance metrics for IT services supporting underwriting, claims, policy admin, and customer portals.

6. Collaborate with business teams to ensure operational readiness and minimal downtime across critical insurance platforms.

7. Governance and Process Control

8. Define, implement, and maintain IT operations and project management methodologies, standards, and processes.

9. Establish and maintain centralized dashboards and reports on system uptime, service levels, and capacity utilization.
10. Ensure compliance with IT governance, audit, and regulatory standards (IRDAI, ISO, etc.).

11. Track and report KPIs and performance metrics to senior management and stakeholders.

12. Infrastructure & Application Support

13. Oversee server, database, network, Active Directory, and security operations ensuring optimal performance.

14. Manage vendor and OEM relationships for infrastructure, cloud services, and application support.
15. Drive root cause analysis (RCA) for major incidents and ensure preventive actions are implemented.

16. Support digital insurance platforms, including web portals, mobile apps, and core systems like policy administration and claims processing.

17. Strategic Planning & Resource Optimization

18. Facilitate project prioritization, capacity planning, and resource allocation across multiple IT tracks.

19. Optimize resource utilization and manage conflicts to ensure efficient service delivery.

20. Support IT transformation and cloud migration initiatives aligned with organizational goals.

21. Risk & Escalation Management

22. Establish and maintain frameworks for identifying, assessing, and mitigating IT operational risks.

23. Own major technical escalations, coordinating cross-functional teams to ensure timely and effective resolution.

24. Escalate critical issues and risks to executive stakeholders for proactive management.

25. Leadership & Continuous Improvement

26. Provide guidance, coaching, and mentoring to technical leads and operations teams.

27. Build a culture of accountability, proactive problem-solving, and continuous improvement.
28. Serve as the central knowledge repository for incident trends, lessons learned, and best practices.

Key Competencies

• Insurance IT Operations Expertise Understanding of policy admin, claims, underwriting, and CRM systems.
• Service Governance & SLA Management
• Incident, Change, and Problem Management (ITIL Framework)
• Infrastructure & Cloud Operations
• Vendor and Stakeholder Coordination
• Regulatory Compliance & Audit Readiness (IRDAI, ISO)
• Team Leadership and Technical Mentorship

Experience

Minimum 14+ years in IT Operations, Infrastructure, or Application Support roles within the Insurance or BFSI industry, with at least 6-7 years in a managerial capacity.

Technical Skills

Strong understanding of IT infrastructure, application support, cloud environments(AWS), and ITSM tools (ME). Experience managing Windows/Linux servers, databases, and security systems.