BUSINESS APPLICATION SUPPORT MANAGER - LONDON (HYBRID)

The Support team are critical to the successful long-term relationship between DOCOsoft and our clients and are key members of the wider DOCOsoft team. Our Business Application Support Lead will be responsible for managing a team of support engineers. On a day to day basis you will be responsible for troubleshooting and resolving complex issues, and monitoring and measuring the success of the incident management process, all the while working with the team to deliver outstanding service to our customers.

WHO WE ARE:

DOCOsoft is a leading software and services provider to Lloyd’s of London and the broader London insurance market. Since our foundation, we have grown to become one of the leading insurance software specialists in the London Insurance Market. We are a growing team of
over 80 colleagues based in London, Dublin, Tokyo, Portugal, Spain, India and Poland.
DOCOsoft aspires to be a market leader in the technology sector, and we are always looking
for new ways to approach projects or improve existing content. We look to hire people that
will help us achieve this with hard work, enthusiasm and an expression of their own ideas.

HERE’S WHAT WE HAVE TO OFFER:

DOCOsoft aspires to be a market leader in the technology sector, and we are always looking for new ways to approach projects or improve existing content. We look to hire people that will help us achieve this with hard work, enthusiasm and an expression of their own ideas.

KEY SKILLS/ QUALIFICATIONS:

• University degree plus at least 6 years of relevant work experience.
• London Insurance Market Experience is preferred.
• Knowledge of customer satisfaction principles.
• Experience with MS SQL Server in a production environment, including sound knowledge of constructing SQL queries including competency with Microsoft SQL Management Studio.
• Practical knowledge of the Windows desktop/server environments.
• Knowledge of IIS and Windows Scheduled tasks
• Comfortable using Remote Access Software e.g. RDP, Citrix
• Comfortable using PAM solutions e.g. CyberArk,
• Well-developed analytical skills, quantitative, and problem-solving skills.
• Excellent verbal and written communication skills.
• The ability to communicate technical information in a non-technical language to users. Be able to pick up and interpret technical information quickly.
• Comfortable in a Client Facing Role as role, with the ability to join regular Service Desk Review meeting with Clients.
• ITIL Experience a bonus.
• Knowledge of .Net Coding an advantage.
• Azure experience welcome.

• Lead and manage a team of business application support engineers including performance reviews, goal setting and regular 1-1s.
• Drive continuous service improvement to work towards achieving operational excellence.
• Continue to develop robust Incident management processes that will enable effective management of our customers from an Incident & Problem perspective.
• Participate in planning, estimation, and review activities to enhance service delivery.
• Maintain up-to-date knowledge of the latest technologies and best practices in application support.
• Take the lead in incident resolution to ensure a responsive service.
• Ensure support issues are resolved within the contractual SLA’s.
• Resolution of system messaging issues.
• Perform post-incident reviews.
• Maintain a set of metrics and reporting to demonstrate the operational performance of the Incident & Problem Management processes.
• Educate the teams on best practice for Incident & Problem Management.
• Drive innovation and quality to improve overall operational efficiency.
• Effective communications and stakeholder management to drive overall operational excellence.
• Engaging with Development and Quality Assurance Teams on Support issues.
• Providing support to account management teams.