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.