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Technical Support Lead 8+ Years Experience

Job Description

We are seeking a Team Leader for Application Support responsible for overseeing the day-to day operations and technical support of critical insurance applications. This role ensures smooth functionality by troubleshooting issues, managing user access, collaborating with development teams, and implementing updates while maintaining a deep understanding of insurance business processes and compliance requirements. The successful candidate will act as the primary point of contact for application-related issues within the insurance domain.

Key Responsibilities

  • Incident Management:Prioritize, diagnose, and resolve application issues reported by users, including complex technical problems, by analyzing error logs and collaborating with development teams to identify root causes.
  • Application Monitoring:Actively monitor application performance, identify potential issues through system alerts, and implement preventative measures to maintain system stability and uptime.
  • User Support:Provide technical support to end users through training, troubleshooting guidance, and addressing application-related queries.
  • Change Management:Lead the implementation of application updates, patches, and new features, ensuring thorough testing and minimal disruption to users.
  • Documentation:Maintain comprehensive technical documentation, including user guides, troubleshooting procedures, and knowledge base articles.
  • Team Leadership:Manage a team of application support analysts, assigning tasks, coaching team members, and ensuring efficient issue resolution.
  • Collaboration:Work closely with cross-functional teams such as development, business analysts, and IT infrastructure to identify and implement application improvements.
  • Compliance:Ensure application operations adhere to regulatory requirements and industry standards within the insurance sector.

Required Skills and Experience

  • Technical Expertise: Strong understanding of core insurance applications (policy administration, claims management, underwriting systems), database technologies (SQL), Postman , API and programming languages relevant to the insurance industry.
  • Problem-solving: Excellent analytical skills to diagnose complex technical issues and develop effective solutions.
  • Communication: Clear and concise communication skills to interact effectively with users, stakeholders, and technical teams.
  • Leadership: Ability to lead and motivate a team of application support analysts.
  • Insurance Domain Knowledge: Deep understanding of insurance business processes, product lines, and regulatory compliance requirements.
  • ITIL Framework: Familiarity with ITIL practices for incident management, change management, and knowledge management

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