Job Description

• Candidate should have experience in leading Application Support engagements.
• Team Management experience required.
• IT – Software Application Support experience is mandatory
• Excellent communication skills are required.
• Background of Insurance domain is mandatory
• Should be from Gurgaon/Delhi location.
• Technical knowledge on areas like Batch Management, APIs, Database will be added advantage.
• ITIL Exp is preferred

Responsibilities

• Managing a team of L1, L2, and L3 Software Application Support team and ensuring all the defined contractual SLAs with customer targets are met.
• Regular meeting with Customer and ensuring that all the feedbacks are recorded, and corrective/preventive measure are kept in place (if required)
• Keeping track of necessary documentation and records and make sure that they are updated on scheduled frequency.
• Candidate will be SPOC for any scheduled/emergency maintenance activity scheduled by customer which may impact our systems.
• Monitoring the overall performance of systems and highlight if there is/are indicators impacting system performance.
• Providing software application support
• Performing analyses on software application functionality and suggesting improvements to work with product team.
• Ensuring effective front-end and back-end functionality of applications.
• Incident Management, Change Management and Release / Transition Management
• Establishing the root causes of application errors and escalating serious concerns to the Senior Engineer.
• Conducting reviews and analyses of events and incidents
• Keeping a record of configuration changes and scheduling application updates.
• Optimizing processes in the application and production lifecycle
• Documenting processes and monitoring application performance metrics.
• Providing front-end support to clients and colleagues in other departments.
• Managing on-site operations and staff 24×7 work environment
• Attending customer meetings on site performance and reporting