Production Services Engineering Manager, Claims Technology

BERKSHIRE HATHAWAY SPEC INS; Toronto; On-site; CAD 175,000 - 195,000; Full time

Benefits offered by this job

Competitive package

Health benefits

Bonus eligibility

Job summary

Berkshire Hathaway Specialty Insurance (BHSI) in Toronto seeks a Production Services Lead to oversee global production support for the Claims technology ecosystem, including Duck Creek Claims, across North America, Europe and beyond.

You will lead a global team, own incident and change management, and partner with Claims Business, Operations, Underwriting, Infrastructure and vendors to ensure uptime, reliability and service excellence.

Qualifications

• 8–12+ years of professional experience in production support or operations.
• 5+ years leading production support or operations teams.
• Strong communication and stakeholder management across time zones.

Responsibilities

• Lead, mentor and grow a global Production Services team across regions.
• Own Incident, Problem and Change Management practices for Claims Technology.
• Ensure system uptime, reliability and service continuity across the Duck Creek Claims platform.

Skills

Production support

Regulated environment

Incident management

Global team leadership

Operational governance

Job description

Toronto, ON | North America

Salary Range: CAD 175,000 to CAD 195,000

Who We Are:

A strategic and trusted insurance partner, Berkshire Hathaway Specialty Insurance (BHSI), provides a broad range of commercial property, casualty and specialty insurance coverages and outstanding service to customers and brokers around the world. Part of Berkshire Hathaway’s insurance operations, we bring our solutions to market with our stellar brand name, top-rated balance sheet, and the expertise of our global team of professionals, who exude excellent capabilities and strong character.

We are a values-based organization where respect, integrity, excellence, collaboration, and passion define who we are and how we do business. We value diversity of backgrounds, experience, and perspectives and strive to foster an inclusive environment that enables all our team members to bring their best selves to work. We are one team committed to building a culture where every teammate has the opportunity to contribute and be recognized. Want to be part of the team building the finest property, casualty and specialty lines insurance company in the world?

Berkshire Hathaway Specialty Insurance (BHSI) has an exciting opportunity for a highly skilled, execution‑focused Production Services Lead to oversee the global Production support and stability of our Claims technology ecosystem. This is a strategic, visible and business‑critical role within the BHSI Claims Technology organization.

The Claims Production Services Engineering Manager will be responsible for ensuring the availability, reliability and operational excellence of BHSI’s Claims systems, including our core Duck Creek Claims platform which support Claims operations across North America, Europe, Asia and Australasia. This leader will manage a global team, drive accountability for incident and problem management, strengthen operational governance and partner closely with Claims Business and Operations to deliver exceptional service.

At BHSI, Claims is our Product, and the stability and performance of our systems are paramount. This role is ideal for a candidate who combines strong technical depth in Duck Creek Claims with leadership, operational rigor and the ability to thrive in a dynamic, fast‑paced environment.

Duties & Responsibilities:

• Lead, mentor and grow a high‑performing global Production Services team across North America and Asia.
• Foster a culture of accountability, ownership and continuous improvement within the Production Services group.
• Provide leadership during high‑severity incidents, coordinating cross‑functional teams and ensuring clear direction under pressure.
• Serve as the primary Production Services point‑of‑contact for Claims Business and Operations leaders globally.
• Collaborate closely with Underwriting, Infrastructure, EDW, Security, and Vendor partners to diagnose issues, plan releases and enhance platform stability.
• Proactively identify operational risks and opportunities; recommend and execute solutions to enhance system resilience and user experience. Lead end‑to‑end production support for the global BHSI Claims technology ecosystem, with primary responsibility for system uptime, reliability and service continuity.
• Own Incident, Problem and Change Management practices for Claims Technology team, ensuring adherence to enterprise practices, SLAs and timely, transparent communication with global stakeholders.
• Oversee the Claims production environment, including triage, root‑cause analysis, release readiness and environment health.
• Drive post‑incident reviews, structured RCAs and long‑term corrective actions to reduce recurring issues.

Qualifications, Skills and Experience:

• Strong proficiency and hands‑on experience within regulated environments (financial services or insurance preferred, including configuration, triage, environment management and integration understanding.
• Solid understanding of enterprise production support, cloud‑based systems and operational monitoring tools.
• 8–12+ years of professional experience, including 5+ years leading production support or operations teams.
• Proven track record of managing global teams and driving service excellence across multiple time zones.
• Experience leading complex incident management efforts with high business impact.
• Exceptional communication and relationship‑building skills, with the ability to interact effectively with technical teams, operational leaders and senior executives.
• Ability to provide clear, concise updates during high‑severity events and maintain executive‑level transparency.

BHSI Offers:

• A competitive package and exciting growth opportunities for career‑oriented teammates.
• A dynamic, action oriented, and thoughtful environment centered on always doing the right thing for our customers, teammates, and our other stakeholders.
• A purposely non‑bureaucratic organization that embraces simplicity over complexity and emphasizes individual excellence in a team framework.
• Benefits that support your life and well‑being, which include:
  • Comprehensive Health, Dental and Vision benefits
  • Disability Insurance (both short‑term and long‑term)
  • Life Insurance (for you and your family)
  • Accidental Death & Dismemberment Insurance (for you and your family)
  • Flexible Spending Accounts
  • Health Reimbursement Account
  • Employee Assistance Program
  • Retirement Savings 401(k) Plan with Company Match
  • Generous holiday and Paid Time Off
  • Tuition Reimbursement
  • Paid Parental Leave

NOTE: Compensation will be commensurate with experience. This job description is not intended to be all-inclusive. Team Member may perform other related duties as negotiated to meet the ongoing needs of the organization.

BHSI complies with Ontario’s Accessibility for Ontarians with Disabilities Act (AODA) and has a process in place that provides accommodations for job applicants and teammates with disabilities (upon request).

The base salary range for this position in Toronto is CAD $175,000 to $195,000, along with annual bonus eligibility. Total compensation for a candidate is determined by their relevant skills, location, and experience. We value our teammates – both their capabilities and character – as demonstrated by our amazing culture.

This posting is for an existing vacancy within the organization.