Service Manager, Production Support

Title: Service Manager, Production Support Location: Remote Job Description: As a Service Manager in the Production Support Group at Sapiens , you will oversee the end-to-end delivery of production support services for our insurance software solutions. This role involves managing incident resolution, coordinating minor enhancements, ensuring SLA compliance, and driving continuous service improvements to meet client expectations. What you’ll do: Lead and coordinating Production Support activities for enterprise SaaS and IT environments. Provide technical support coordination and working closely with Development, QA, DevOps, Cloud Operations, Infrastructure, DBA, and Customer Success teams. Manage customer-facing escalations and driving them to resolution while ensuring timely communication and stakeholder alignment. Act as the central point of coordination across multiple teams to ensure efficient incident resolution and service delivery. Track critical production issues, risks, dependencies, and mitigation plans. Lead incident management, major incident calls, and Root Cause Analysis (RCA) activities, ensuring follow-up actions are completed. Drive backlog prioritization together …