Production Support Coordinator - Ticket & Sprint Champion

cafairplan; Los Angeles (CA); Remote; USD 70,000 - 90,000; Full time

Job summary

cafairplan is seeking a Production Support Coordinator to manage day-to-day administrative tasks for the Production Support department and to drive sprint work for break/fix tickets across core insurance domains.

The role serves as the liaison among business stakeholders, technology teams, and vendor partners, coordinating sprint scrums and ensuring proper triage, prioritization, and resolution of issues impacting policy, billing, claims, and operations.

Qualifications

• Bachelor's degree or equivalent experience in IT, business, insurance, or a related field.
• 1-3 years in application/production support or service delivery in insurance tech.
• Experience with ticket-management environments and strong communication with business and technical teams.
• Experience supporting policy, billing, and claims processes within P&C insurance is a plus.
• Hands-on experience using Microsoft Azure DevOps Boards for ticket workflow and dashboards.

Responsibilities

• Assist in executing daily production support operations across Policy, Billing, Claims, Broker Relations, and Operations.
• Collaborate with vendor partners to manage ticket intake, validation, prioritization, assignment, escalation, and closure.
• Ensure priority/severity reflect business and customer impact, regulatory exposure, financial risk, and operational urgency.
• Facilitate daily queue reviews to address aging, stalled, reopened, and high-impact tickets.
• Enforce Azure DevOps standards for fields, categorization, severity, ownership, status, notes, attachments, and closure codes.
• Review and update dashboards/reports to provide a transparent view of ticket volume, backlog, and service levels.

Skills

Ticket management

Azure DevOps Boards

Stakeholder communication

Documentation

Sprint coordination

Data dashboards

Education

Bachelor's degree in information technology, business, insurance, or related field

Tools

Azure DevOps Boards

Job description

cafairplan is seeking a Production Support Coordinator to manage day-to-day administrative tasks for the Production Support department and to drive sprint work for break/fix tickets across core insurance domains.

The role serves as the liaison among business stakeholders, technology teams, and vendor partners, coordinating sprint scrums and ensuring proper triage, prioritization, and resolution of issues impacting policy, billing, claims, and operations.