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Application Support Engineer

5 months ago

dubai, United Arab Emirates Lockton Companies Full time
Working at LocktonAt Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented, and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.Your Responsibilities
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.
Basic Qualifications
A minimum of five years’ experience in a similar role in a well reputed organizationExtensive technical and functional knowledge of Digital Insurance trading systems (Architecture, core modules and customization)Proficiency in Insurance technology terminologies, concepts, and processesStrong knowledge of business processes and technology landscape in Insurance / Finance Services sectorExcellent stakeholder management, communication, written and analytical skillsExcellent leadership, team building and people management skillsProactive and organized with good time management and decision-making skillsCollaborative attitude to work with local and distributed teamsActively engage with Technology, Digitisation & Innovation teams and engineers, and manage the involvement of application development and other areas in the change and problem management processCreate and review incident and problem management reports and identify action plans to improve key performance indicators as necessaryMonitoring unassigned and reassigned incidents and taking action if appropriateAssisting in reassignment of misdirected incidentsProviding incident resolution status as requestedValidating incident severity if required or assisting with correcting invalid incident severityEnsuring the quality and accuracy of incident information, as appropriateITIL framework certification / ITIL v3 foundation certifiedAdvanced knowledge of incident, problem and change management
Preferred Qualifications
Ability to manage competing priorities and operate under pressureAbility to adjust schedule based on business needAbility to be proactive, takes action and anticipates opportunitiesAbility to guide and assist in technical troubleshooting during an incident/outageExcellent management, interpersonal, communication, presentation, and organizational skillsThe ability to lead cross functional teams effectively at all levels of the organizationCoordination skills: managing (complex) IT technical investigationsCompetent in defining, documenting and managing procedures and processesExperience managing 24/7 Application, Infrastructure and/or Operation teams preferredExperience supporting Application and Infrastructure in OMS systems preferredStrong business acumen and ability to interface with executive managementMust be able to work in fast paced environmentAdaptability to demanding circumstances that require timely and accurate responsesStrong analytical, multitasking and prioritization skillsExcellent verbal and written communication skills
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