Senior Manager - IT
HDFC ERGO
12 - 15 years
Mumbai
Posted: 03/03/2026
Job Description
Key Responsibilities
- Team Leadership: Manage and mentor the support team, ensuring effective ticket handling and timely resolution.
- Ticket Management: Oversee support tickets, assist in analysis, route tickets to the appropriate teams, and ensure SLA adherence.
- Cross-Functional Collaboration: Work closely with L3 support, development teams, underwriters, operations, and business stakeholders to resolve issues.
- Escalation Handling: Take ownership of escalations, drive them to closure, and minimize business impact.
- Vendor Management: Manage vendor relationships and vendor resources, ensuring accountability and performance.
- Reporting & Reviews: Attend Weekly Status Reviews (WSRs), prepare reports, and ensure adherence to turnaround times (TAT).
- Process Improvement: Identify gaps in support processes and recommend improvements to enhance efficiency and customer satisfaction.
About Company
HDFC ERGO General Insurance is a leading private sector general insurance company in India, formed as a joint venture between HDFC Ltd. and ERGO International (a part of the Munich Re Group). The company offers a wide range of insurance products including health, motor, travel, home, and commercial insurance. Known for its customer-centric approach, strong digital infrastructure, and quick claims processing, HDFC ERGO serves millions of individuals and businesses across the country, making it a trusted name in the Indian insurance industry.
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