Technical Support Senior Supervisor

About the role

We are looking for an experienced Production Support Senior Supervisor to lead the day‑to‑day operations of our Policy Administration System on the IBM i platform. Reporting to the Cares Production Support Manager, you will combine hands‑on technical troubleshooting with team leadership to ensure stable, resilient service, especially during overnight batch processing.

Key responsibilities

• Support AGILE ceremonies such as sprint planning, daily stand‑ups and retrospectives, representing operational priorities.
• Supervise shift rota, handovers, skill coverage, holiday planning and on‑call/overnight monitoring (one week in three for batch monitoring).
• Own overnight batch processing, monitor job completion, and drive continuous improvement of batch controls and recovery procedures.
• Lead incident management: triage, prioritise, resolve production issues, assess business impact and chair major incident calls.
• Conduct root‑cause analysis and problem management, ensuring corrective actions are tracked and validated.
• Perform hands‑on technical investigations using SQL, RPG and IBM i utilities to resolve defects, data issues and performance bottlenecks.
• Coordinate production changes, releases, upgrades and patches with risk assessment, implementation planning and post‑implementation validation.

Required profile

• Proven experience in production support for IBM i (iSeries) environments.
• Demonstrated ability to supervise a technical support team and manage shift schedules.
• Strong understanding of AGILE delivery methods and incident‑management processes.
• Experience with overnight batch processing and job scheduling.
• Excellent analytical skills for root‑cause analysis and problem resolution.

Required skills

• IBM i (iSeries) platform
• SQL
• RPG programming
• IBM i utilities (e.g., CL, DB2 tools)
• Batch job scheduling and monitoring
• Incident management and RCA methodologies
• AGILE frameworks (scrum, sprint planning)