Manager IT Application Support

We are Hiring for a Manager IT Application Support opportunity in the Multi-line Insurance industry. The role involves managing the life cycle of incidents, developing knowledge base articles, and working with vendors and teams to establish proper support models and escalation.

Requirements

• Manage life cycle of incidents including communication, investigation, and resolution.
• Manage S2, S1 Incidents, Coordinate with vendors, Help Desk team and relevant parties to find solution within SLA.
• Develop knowledge base articles for use within the support organization.
• Document known issues, potential workarounds, mitigation steps, and improvements.
• Work with Operations, vendors, BU, and other support teams to establish proper support model and escalation.
• Monitor and facilitate adherence to documented application Operation Level Agreements (OLAs) and Service Level Agreements (SLAs) and enable efficient reporting of ITIL-based metrics.
• General Technology Operations management.
• Creates test cases to perform UAT and post product validation for system changes.
• Submitting and managing Service Now tickets.
• Handle escalations from the support team on an As Needed basis.
• Ability to understand vendor contract, Service Level Agreements, Key Performance Indicators.
• Coordinate with Help Desk team and Application team to identify recurring issues and provide solutions.