Responsibilities
- Provide support through Incident Management. Incident Management includes identifying, analyzing and correcting the incident from recurring in the future. Either technical or functional issues cause incidents. Incidents disrupt the business and your goal is to restore normal service operations as quickly as possible. You will be the users advocate so you will need to listen, understand their incident and see it to resolution. Through your learnings, you will become an expert of the functional applications as well as the business processes used.
- Provide technical analysis. Our application landscape is broad and consists of multiple applications which are integrated. You will need to understand the technical dependencies of these applications in order to support the user community with their issues.
- Prepare to take support over from the Development Teams. For each application onboarded, there is a significant amount of time planned for knowledge transfer from the current support teams. You will need to listen, understand and document what you learn. You will need to apply these learnings throughout the job.
- Monitor the health of the applications. If there is a degradation in performance, you will need to take the steps to rectify it. This includes coordination with other parties such as the Major Incident Management team and Application Development Team. You may need to restart servers or flush messaging queues. This will require experience with technical issue troubleshooting and a solid understanding of the end-to-end application and infrastructure landscape. Requires the ability to interact intelligently with technical teams (i.e. application development, network, database, cloud operations etc.) and guide them to issue resolution. In cases of application outages, you will need to manage unplanned user communications.
- Problem Management Oversight. This includes analysis and coordination with other teams until the problem is fully resolved. A problem could be a cluster of similar incidents given to the dedicated application team to resolve. Users could have been given a workaround, but you will be the advocate for the customer to make sure their incident is fully resolved even after a work around is provided.
- Interact with users and members from other teams. During Incident & Problem Management, the users will depend on you to see their incidents are resolved. This could depend on you reaching out to other teams or users to obtain the information to 'fix' the problem. You will need to communicate with them via email, instant messaging and phone calls. Doing this successfully will build your network of resources.
- Propose System Improvement Candidates. You will look for opportunities and propose application changes with a goal to reduce the volume of tickets raised by users and increase the customer experience within the applications
- As an Application Support Engineer, you will be a role model and mentor to the other members of the team. The team will look to you to take on the more complex incidents and lead the support of the more complex applications. In addition, you will be responsible for occasional project work assigned by the Regional Lead.
Requirements
- Ability to speak and write English fluently
- Minimum of 5 years of professional experience in an equivalent position
- Excellent written and verbal communication skills
- Customer and people relationship skills
- Highly motivated individual who can think analytically and is enthusiastic to learn new things quickly
- Ability to complete work independently or in cooperation with others
- Organized and able to work effectively under tight deadlines
- Technical aptitude and mindset - Understands fundamentals of software development (i.e. programming, database, network, etc) though no programming will be required in the role. Must be willing to learn specific technical skills (i.e. server restarts, clearing queues) that will allow for resolution of major issues. Ability to identify root cause of issues in a cloud-based environment is a plus.
- Ability and willingness to transfer knowledge and experience to colleagues
- Actively offer assistance to others, seeks opportunities to 'pitch in' and help colleagues
- Demonstrates willingness and initiative to seek new knowledge and tasks, question current processes, and suggest improvements
Nice to Have
- Obtained a four-year college degree or equivalent is highly preferred
- Knowledge of Commercial Insurance is a plus
- Business acumen and mindset – Foundational understanding of business and how IT supports the delivery of business goals. Seeks to understand the end-to-end process, needs of business teams, and utilizes that knowledge to advocate for them through the issue resolution process.
Work Arrangement
Remote (Worldwide)
Team
Structure: globally distributed team
Additional Information
- Please send the resumes in English
