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 & measure of success:

Operational & Technical Role

- Hands on in day-to-day application support operations, ensuring timely resolution of incidents and service requests.
- Active participation for SEV1/SEV2 issues, coordinating across L1, L2, L3, and development teams to ensure rapid resolution.
- Perform hands-on debugging, log analysis, and root cause identification for complex issues.
- Ensure proactive monitoring and alerting mechanisms are in place using automation and scripting tools.

- Establish and maintain SOPs, knowledge base articles, and support documentation.
- Ensure production handover processes are followed post-warranty/hypercare phases.
- Drive governance around JIRA backlog prioritization for permanent fixes with business stakeholders.

Incident & Problem Management

- Own the incident lifecycle in ITSM tools, ensuring SLA adherence and zero ageing of tickets.
- Drive RCA (Root Cause Analysis) and RCCA (Root Cause Corrective Action) processes for recurring issues.
- Publish weekly/monthly MIS reports highlighting trends, MTTR, ticket volumes, and resolution effectiveness.

Executive Reporting & Dashboarding





- Design and deliver high-impact dashboards and reports tailored for C-suite and senior leadership.
- Present actionable insights on incident trends, system health, SLA compliance, and support performance.
- Use tools like Power BI, Tableau, or Excel to create visually compelling and data-rich dashboards.

Stakeholder Management

- Collaborate with business users, bank partners, and internal teams to ensure high-quality support delivery.
- MIS & Status updates with Leadership, providing clear updates and actionable insights.

Core Technical Skills

- Application Support Tools: ServiceNow, JIRA
- Monitoring & Logging: Splunk, ELK Stack, Dynatrace,
- Cloud Platforms: AWS, Azure – with experience in supporting cloud-native applications
- Scripting & Automation: Shell, Python, PowerShell, or similar for automation
- Database & Querying: SQL, Mongo DB – for data analysis and troubleshooting

Reporting & Visualization Tools

- Power BI, Tableau, Excel (Advanced), Google Data Studio
- Experience in building executive dashboards and automated reporting pipelines
- Solid data interpretation and storytelling skills for senior stakeholders

- Have strong Analytical skill to draw inferences from data sets & issues.

Process & Methodologies

- Strong understanding of ITIL Framework – Incident, Problem, Change Management, Preferably ITIL 4 certified
- Experience in Agile/Scrum environments and working with development teams for permanent fixes
- Familiarity with Release Management, Hypercare Support, and Production Warranty Periods

Key Performance Indicators (KPIs)

- Reduction in MTTR (Mean Time to Resolve)
- Zero ageing incidents in queue
- RCA/RCCA closure rate
- Quality and timeliness of MIS and C-suite reporting
- Stakeholder satisfaction scores
- SOP and documentation completeness

Qualifications

- Bachelor’s degree in Engineering (B.E./B.Tech /MCA preferred)
- 5-7 years of hand on experience in application support

- Certifications in ITIL, cloud platforms, or relevant technologies are a plus

State:

Home Office

Branch:

Gurugram -90C

Department:

Digital Technology

Function:

IT Service Delivery & Operations

Posted On:

10-Sep-2025

📌 Manager - Site Reliability Engineering (India)
🏢 AxisMaxlife
📍 India