Production Support Director

Sapiens is on the lookout for a Maintenance & Production Support Director to become a key player in our Holon team.

The Maintenance & Production Support Director will be responsible for managing the ongoing maintenance, support, and optimization activities of software applications used in the production environments of Global L&P customers.

This role focuses on ensuring business continuity and high level of customer satisfaction.

Location: Holon

Working Model: Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity.

This position will be part of Sapiens’ Life & Pension division, for more information about it, Click here.

What you’ll do:

• Software Maintenance:
  • Oversee the maintenance and upgrading of production software systems.
  • Manage and prioritize bug fixes, software patches, and updates.
  • Develop and maintain software release management procedures.
  • Monitor software performance and address any performance degradation or security vulnerabilities.
• Production Support:
  • Lead the production support team to troubleshoot and resolve software issues and outages in real-time.
  • Implement proactive-preventive monitoring solutions.
  • Work closely with the production and IT teams to provide technical support for the deployment and configuration of software applications.
  • Ensure that production incidents are tracked, analyzed, and addressed with effective root cause analysis.
• Incident Management:
  • Manage and oversee the entire incident lifecycle, ensuring appropriate escalations.
  • Implement incident management protocols to improve response times and reduce the impact of production issues.
  • Maintain a knowledge base of common issues and solutions for faster resolution of recurring problems.
  • Provide follow the sun service.
• Team Leadership & Development:
  • Lead, mentor, and develop a team of software support engineers, fostering a collaborative and problem-solving culture.
  • Assign tasks and manage workflows according to prioritization.
  • Provide training and development to ensure the team is up to date with the latest tools, technologies, and best practices.
• Collaboration & Process Improvement:
  • Cultivate a Continuous Improvement culture.
  • Work with IT, Cloud, and DevOps teams to streamline release processes, automate deployment pipelines, and improve software reliability.
  • Identify and lead continuous improvement initiatives to optimize software performance and reduce the number of incidents.
  • Participate in post-mortem reviews of production outages and implement lessons learned to prevent future issues.
  • Perform root cause analysis (RCA) for improving service quality and eliminate recurring customer issues.
• Documentation & Compliance:
  • Ensure all maintenance and support procedures are well-documented, including release notes, incident reports, and software changes.
  • Ensure compliance with internal security policies and external regulations, such as data privacy standards (e.g., GDPR).
  • Maintain detailed documentation of software configurations and troubleshooting guides.

What to Have for this position:

Qualifications:

• Bachelor’s degree in computer science, information technology, or a related field (or equivalent experience).
• Minimum of 5 years of experience in software maintenance, production support, or IT management roles.
• Proven experience in managing software support teams and working within a production environment.
• Strong knowledge of software development lifecycle (SDLC), agile methodologies, and DevOps practices.
• Experience with incident management tools and monitoring solutions (e.g., Jira, ServiceNow, Splunk, New Relic).
• Proficiency in system administration, cloud platforms (AWS, Azure), and database management.
• Solid understanding of programming languages, software architecture, and deployment pipelines.

Skills:

• Strong leadership and team management abilities.
• Excellent communication skills.
• Excellent problem-solving and debugging skills.
• Ability to manage multiple projects and prioritize under pressure.
• Proficiency in scripting and automation tools (e.g., Python, Shell, Ansible).

Work Environment:

• Primarily office-based but may require occasional travel to production sites or vendor locations.
• High-paced environment with occasional after-hours support required to resolve critical incidents.

About Sapiens:

Sapiens International Corporation (NASDAQ and TASE: SPNS) is a global leader in intelligent insurance software solutions. With Sapiens’ robust platform, customer-driven partnerships, and rich ecosystem, insurers are empowered to future-proof their organizations with operational excellence in a rapidly changing marketplace. We help insurers harness the power of AI and advanced automation to support core solutions for property and casualty, workers’ compensation, and life insurance, including reinsurance, financial & compliance, data & analytics, digital, and decision management. Sapiens boasts a longtime global presence, serving over 600 customers in more than 30 countries with its innovative SaaS offerings. Recognized by industry experts and selected for the Microsoft Top 100 Partner program, Sapiens is committed to partnering with our customers for their entire transformation journey and is continuously innovating to ensure their success. For more information visit us at www.sapiens.com.

Sapiens is an equal-opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.