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Chief Manager - IT Services
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About Axis Max Life
Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., is a joint venture between Max Financial Services Limited (“MFSL”) and Axis Bank Limited.
Axis Max Life Insurance offers comprehensive protection and long-term savings life insurance solutions through its multi-channel distribution, including agency and third-party distribution partners. It has built its operations over two decades through a need-based sales process, a customer-centric approach to engagement and service delivery, and a well-trained human capital.
Axis Max Life has been consistently ranked among the best workplaces by the GPTW Institute, reflecting its commitment to creating a positive and empowering work environment.
#ComeAsYouAre LGBTQIA+ and PwD candidates of all ages are encouraged to apply
Job Description
Key Responsibilities & Relationships
Incident and Problem Management
- Drive and govern day-to-day production support operations for assigned
applications.
- Lead Sev1/Sev2 triage calls, ensure timely business communication, and
coordinate cross-functional actions until resolution.
- Manage incident ageing, backlog, trends, and publish dashboards/MIS
for leadership review.
- Govern and track RCAs/RCCAs to closure and ensure reduction in repeat
incidents.
- Co-lead the problem management process—identify patterns, raise
problem tickets, and ensure long-term fixes with technical teams.
Service Delivery & SLA Governance
- Ensure adherence to SLAs, SLEs, OLAs for all production and application
support activities.
- Track and govern vendor performance, ensuring timely delivery and
quality of service.
- Monitor operational hygiene—ticket quality, ageing, escalations,
communication standards, and audit compliance.
Stakeholder & Vendor Management
- Act as primary liaison with business stakeholders, IT teams, and partner
vendors for issue resolution and updates.
- Coordinate with third-party vendors for escalations, performance
reviews, and service improvements.
- Ensure transparent and timely communication regarding incidents,
service disruptions, and performance trends.
Monitoring & Operational Excellence
- Use enterprise monitoring tools (Dynatrace, AppDynamics, CloudWatch,
etc.) to track application performance and proactively flag issues.
- Ensure continuous service improvement through analysis, process
enhancements, and automation opportunities.
- Maintain knowledge bases, SOPs, checklists, and ensure readiness for
audits and compliance.
Reporting & Governance
- Publish dashboards for incident trends, application stability, SLA
compliance, and operational metrics.
- Support governance forums—Weekly/Monthly service reviews, MIM
bridge, Problem Review Board, etc.
State
Home Office
Branch
Gurugram -90C
Department
Digital Technology
Function
IT Service Delivery & Operations
Posted On
04-Dec-2025
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