Assistant Vice President (AVP), IT Operations - L2 Application Support

This role is for an operator. Someone who thrives on structure, make decisions quickly, and keeps critical systems stable when pressure is high. As AVP, IT Operations - L2 Application Support, you will lead production support across a 24/7 insurance technology environment supporting policy administration, claims, underwriting, billing, and digital platforms. You will own operational execution for incident management, problem management, service restoration, and production stability. The environment is fast-moving, highly visible, and accountability driven. Success in this role comes from operational discipline, strong leadership, sound judgment, and the ability to drive measurable improvement across teams and systems., Serve as the SME for ServiceNow ITSM processes and operational governance. Lead global L2 application support for enterprise insurance platforms operating in a 24/7 environment. Drive incident triage, escalation management, service restoration, and post-incident accountability for critical production issues. Ensure SLAs, OLAs, and service availability targets are consistently achieved. Lead distributed support teams across onshore and offshore models, including shift planning, workload balancing, coaching, and performance management. Partner closely with L1 support, L3 product and engineering teams, infrastructure teams, and external vendors to accelerate issue resolution. Establish and maintain operational standards including runbooks, knowledge management, support procedures, and escalation paths. Drive problem management initiatives focused on reducing recurring incidents, operational friction, and avoidable downtime. Oversee monitoring, alerting, observability, and event management practices across supported applications. Ensure operational readiness for releases, deployments, and production cutovers. Support audit, compliance, and regulatory requirements common within insurance and financial services environments. Lead continuous improvement initiatives focused on automation, resiliency, and operational efficiency. Provide concise executive-level communication during major incidents and high-severity outages.

You stay calm under pressure and bring clarity during production incidents. You can make sound operational decisions with incomplete information. You hold teams accountable while building credibility and trust. You know how to balance urgency with operational discipline. You improve systems, not just react to problems. Required Experience: 10+ years of experience in IT operations, production support, or application support leadership roles. Strong background supporting enterprise-scale insurance or financial services environments. Proven ownership of mission-critical L2 support functions within high-availability ecosystems. Deep understanding of ITIL processes including Incident, Problem, Change, and Release Management. Experience leading globally distributed support organizations across multiple time zones. Strong experience with monitoring platforms, observability tooling, and enterprise ticketing systems. Demonstrated success improving service reliability, operational maturity, and MTTR. Technical & Functional Expertise: Enterprise application support within complex multi-system architectures. Familiarity with cloud and hybrid infrastructure environments. Experience supporting APIs, middleware, batch processing, and integration-heavy platforms. Insurance platform experience across policy, claims, or billing systems is strongly preferred. Strong vendor management and cross-functional coordination capabilities. Data-driven operational reporting, KPI ownership, and service performance management. Leadership Expectations: High standards for execution, accountability, and consistency. Strong operational judgment during high-severity incidents. Executive presence and clear communication during outages and risk escalations. Ability to create structure, drive alignment, and enforce operational rigor across teams. Focused on measurable outcomes, resilience, and continuous improvement.

The below annualized base pay range is a broad range based on analysis of similar positions in the market. The actual base pay for the position may be above or below he listed range and determined by a number of considerations, including but now limited to complexity, location, and scope of the role, along with experience, skills, education, training, and other conditions of employment. Base salary represents one compensation of Allied World comprehensive total reward package, which may also include annual incentive compensation rewards., Blackstone

• New York City, NY

• $130,000-200,000 per year Blackstone is the world’s largest alternative asset manager. Blackstone seeks to deliver compelling returns for institutional and individual investors by strengthening the companie…

• 1 day ago +

Allied World is an ideal place for talented professionals who are driven by a belief in the value of collaboration and the power of knowledge. We believe that when our great people work together and support one another, our clients receive the best solutions. We embrace unique perspectives and empower each person to grow through professional development, career training, and mentoring programs. Our people are our most important asset, and we are very proud of the quality of our team members., 24/7 operational support environment requiring flexibility during critical incidents. Daily coordination with global teams and offshore delivery partners. Allied World Assurance Company Holdings, Ltd, through its subsidiaries, is a global provider of insurance and reinsurance solutions. We operate under the brand Allied World and have supported clients, cedents and trading partners with thoughtful service and meaningful coverages since 2001. We are a subsidiary of Fairfax Financial Holdings, Limited and benefit from a strong capital base and a worldwide network of affiliated entities that allow us to think and respond in non-traditional ways. Our generous benefits package includes: Health, Dental and Disability Insurance, a company match 401k plan, and Group Term Life Insurance. Allied World is an Equal Opportunity Employer. All qualified applicants will be considered for employment without consideration of any disability, veteran status or any other characteristic protected by law. To learn more, visit awac.com, or follow us on Facebook at facebook.com/alliedworld and LinkedIn at linkedin.com/company/allied-world.