Application Support Engineer

at  Lockton Inc

BASIC QUALIFICATIONS

• A minimum of five years’ experience in a similar role in a well reputed organization
• Extensive technical and functional knowledge of Digital Insurance trading systems (Architecture, core modules and customization)
• Proficiency in Insurance technology terminologies, concepts, and processes
• Strong knowledge of business processes and technology landscape in Insurance / Finance Services sector
• Excellent stakeholder management, communication, written and analytical skills
• Excellent leadership, team building and people management skills
• Proactive and organized with good time management and decision-making skills
• Collaborative attitude to work with local and distributed teams
• Actively engage with Technology, Digitisation & Innovation teams and engineers, and manage the involvement of application development and other areas in the change and problem management process
• Create and review incident and problem management reports and identify action plans to improve key performance indicators as necessary
• Monitoring unassigned and reassigned incidents and taking action if appropriate.
• Assisting in reassignment of misdirected incidents.
• Providing incident resolution status as requested.
• Validating incident severity if required or assisting with correcting invalid incident severity.
• Ensuring the quality and accuracy of incident information, as appropriate.
• ITIL framework certification / ITIL v3 foundation certified
• Advanced knowledge of incident, problem and change management

PREFERRED QUALIFICATIONS

• Ability to manage competing priorities and operate under pressure
• Ability to adjust schedule based on business need
• Ability to be proactive, takes action and anticipates opportunities
• Ability to guide and assist in technical troubleshooting during an incident/outage
• Excellent management, interpersonal, communication, presentation, and organizational skills
• The ability to lead cross functional teams effectively at all levels of the organization
• Coordination skills: managing (complex) IT technical investigations
• Competent in defining, documenting and managing procedures and processes
• Experience managing 24/7 Application, Infrastructure and/or Operation teams preferred
• Experience supporting Application and Infrastructure in OMS systems preferred
• Strong business acumen and ability to interface with executive management
• Must be able to work in fast paced environment.
• Adaptability to demanding circumstances that require timely and accurate responses
• Strong analytical, multitasking and prioritization skills
• Excellent verbal and written communication skills

• Be the central point of conflict and issue escalation to senior management and compile reports of incident and problems. You will need to analyse and report on patterns and trends to improve future service delivery and reduce major incidents. You will then need to take it a step further to ensure appropriate action is taken to anticipate, investigate and resolve any problems in systems and services that will be full documented. This will be done by regular audits, reviews and assessments.
• Responsible for managing production incidents and outage events as well managing problems within the MENA Technology Application division.
• Provide leadership and coordination across application and partner teams to quickly remediate production issues and reduce mean time to resolution; as well as pushing for active problem records to be addressed and managed effectively so root causes are identified quickly with a plan to eliminate them clearly defined as part of the problem management processes with the MENA Technology Operation and Digitisation and Innovation teams.
• Ensure appropriate managerial relationships are established and maintained to build and strengthen trust regarding end-to-end application enterprise incident management resolution and problem management; you will serve as a focal point for escalation of issues to be resolved and for problems to be addressed.
• Facilitate ITIL standards and their adherence/best practice.
• Responsible for availability of core application services and application support team SLAs and KPIs
• Manage incidents, service requests, problem analysis and resolution for application problems engaging vendors as required
• Lead critical incident resolution and escalation and participate in major incident reviews
• Improve application functionality and performance and provide suggestions for system and business improvements
• Manage relationships with business users, IT stakeholders, vendors