Senior IT Production Support

Senior IT Production Support

Zurich Workplace Solutions (ZWS) is an entity from Zurich International located in the heart of the DIFC's International Financial Centre. They provide localized workplace savings solutions that offer flexibility, control and make a positive difference to long-term financial security.

ZWS are the Administrator of the DIFC Employee Workplace Savings plan (DEWS), a progressive end-of-service benefit plan introduced within the DIFC in 2020.

To support our expansion, we're looking for a dynamic and passionate Senior IT Production Support to join the IT department. Reporting to the Senior Manager – Business Transformation, in the role you will ensure that our in-house cloud applications and third-party SaaS integrations run smoothly, securely, and reliably. Your role is key to delivering a seamless digital experience for Zurich and our customers and portfolios.

Job Accountabilities

As Senior IT Production Support, your role will involve:

• Monitor & Maintain Proactively monitor application health, performance, and integrations in cloud environments (e.g., Azure, AWS). Respond quickly to incidents, service requests, and alerts.
• Troubleshoot & Resolve Diagnose and resolve technical issues for in-house cloud apps and SaaS integrations. Collaborate with developers, vendors, and business users to identify root causes and implement fixes.
• Incident & Problem Management Log, track, and manage incidents through to resolution. Document solutions and create knowledge base articles to help prevent future issues.
• Continuous Improvement Identify opportunities to automate manual tasks and improve monitoring, reliability, and user experience.
• Stakeholder Communication Communicate clearly and empathetically with stakeholders, providing timely updates and guidance during incidents and planned maintenance.
• Compliance & Security Ensure all support activities follow Zurich's security, compliance, and risk management standards, especially when working with third-party vendors.

What's in it for you:

• Opportunity to work with modern cloud technologies and leading SaaS platforms.
• Be part of a global, collaborative team focused on continuous improvement.
• Grow your technical, communication, and problem-solving skills.
• Make a real impact by supporting solutions used by Zurich and our customers every day.

Job Qualifications

To be successful in your role, you will need:

• Bachelor's degree (or equivalent) in Information Technology and 8 or more years of experience in related field
• Understanding of Insurance, corporate savings and pensions / end of service benefits being strongly preferred.
• Previous experience working within an international and diverse cultural organization would be beneficial.

Skills:

• Experience supporting cloud applications (Azure, AWS) and integrating with SaaS solutions.
• Strong troubleshooting and analytical skills.
• Clear, customer-focused communication.
• Knowledge of ITSM tools (e.g., ServiceNow) and incident/problem management best practices.
• Understanding of security, compliance, and data privacy in cloud environments.
• Willingness to participate in on-call rotations and support coverage as needed.