Production Support Manager

Odyssey Reinsurance Company (OdysseyRe) is the global reinsurance arm of Odyssey Group, one of the world’s leading providers of reinsurance and specialty insurance. OdysseyRe offers a broad range of property, casualty, and specialty reinsurance products, providing capital and risk management solutions for clients to efficiently manage economic risk through a network of branch and representative offices across North America, Latin America, EMEA (Europe, Middle East & Africa), AsiaPacific and London.

OdysseyRe is an equal opportunity employer with excellent benefits and a strong commitment to providing training and opportunities for our staff. We provide employees an innovative, enriching environment and take great pride in their career growth.

OdysseyRe is rated A (Superior) by AM Best and A (Strong) by Standard and Poor’s. Odyssey Group is a subsidiary of Fairfax Financial Holdings Limited, which is traded on the Toronto Stock Exchange under the symbol FFH.

Production Support Manager

Location: Stamford, CT (Hybrid – 3 days in office)
Travel: 15%

About the Role:

Hudson Crop, a specialty insurance business, is seeking an experienced Production Support Manager to oversee the stability, availability, and operational excellence of our business-critical systems. The Crop insurance industry is heavily regulated by the USDA, requiring stringent compliance with government-driven changes. Business operations are highly time-sensitive, with 24x7 system availability crucial As the Production Support Manager, you will lead a dedicated team ensuring system uptime, incident response, problem management and collaboration with both Production Support and Service Desk teams. You will play a pivotal role in bridging production support with help desk functions to streamline issue resolution and enhanced user experience.

Key Responsibilities

• Production Support Leadership:
• • Manage day-to-day production support operations to maintain system availability, performance, and compliance with USDA regulations.
  • Own and drive incident management, problem r root cause analysis to minimize disruptions.
  • Lead the triage, prioritization, and resolution of production issues in collaboration with business, IT, and vendor teams.
  • Ensure adherence with monitoring, alerting, and escalation procedures are in place to preempt and mitigate system failures and pursue continuous improvement opportunities.
• Help Desk & Service Desk Integration:
• • Bridge Production Support and Help Desk functions to improve issue resolution, documentation, and knowledge sharing.
  • Define and implement workflows ensuring smooth handoffs between Service Desk and Production Support teams.
  • Establish incident communication protocols to keep stakeholders informed during major disruptions.
• Process & Continuous Improvement:
• • Drive automation, process enhancements, and proactive maintenance to improve system stability.
  • Work closely with development teams to ensure seamless transition from development to production environments.
  • Identify recurring issues and establish preventive measures to minimize future incidents.
• Major IT & Business Transformation Support:
• • Support Hudson Crop’s ongoing business and IT transformation initiatives, ensuring production systems evolve alongside new technology rollouts.
  • Collaborate with engineering, architecture, and DevOps teams to integrate new solutions with minimal business disruption.

Qualifications

• 7 years of experience in Production Support, IT Operations, or Application Support in a regulated industry (insurance, financial services, or agriculture preferred).
• Excellent understanding of cloud technology – preferably Azure
• Familiarity with ITSM tools (such as ServiceNow)
• Strong leadership and incident management experience, with expertise in troubleshooting complex production issues.
• Experience working with 24x7 mission-critical systems where downtime has significant business impact.
• Familiarity with USDA regulatory requirements and their impact on business and IT operations (preferred).
• Strong understanding of ITIL, service management, and escalation procedures.
• Hands-on experience with monitoring tools, logging solutions, and automation for support operations.
• Ability to partner with Help Desk teams, developers, and infrastructure teams to ensure smooth support operations.
• Excellent communication and stakeholder management skills, able to work across business and IT teams.
• Oversight of Contract/Service provider Vendor resources
• Ability to Design and refine SLA & KPI’s

Contract-to-Hire Details

• Reports to: VP of IT Operations and Service Management

• Hybrid Schedule: 3 days per week in Stamford, CT office
• Travel: Up to 15% (e.g. NYC, Overland Park)

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