Support the IT Manager in managing daily application incidents and production issues across multiple applications
Act as 2nd line support: take over escalated tickets from Tier 1 and coordinate with Tier 3 (developers/vendors)
Troubleshoot application level issues and identify root causes where applicable
Identify and propose appropriate fixes and recovery actions
Ticket Ownership, Follow-up & Customer Communication
Own incident tickets end to end, including tracking, follow up, and coordination with responsible teams until resolution
Ensure incidents are properly logged, classified, and documented with accurate records, notes, logs, screenshots, and reproduction steps
Provide timely and clear status updates during major incidents in line with escalation and communication procedures
Monitoring & Reporting
Manage and support daily monitoring of operations and overall application health
Provide activity reports and operational updates to stakeholders (as required).
Knowledge Management & Documentation
Develop and maintain system and user documentation
Ensure application and system knowledge is properly captured, shared, and continuously improved within the team
Tools, Automation & Continuous Improvement
Use and support application support and development tools required for troubleshooting and investigation
Identify improvement areas and propose automation solutions for recurring issues to reduce manual effort and improve system reliability
Work Arrangement / Support Coverage
Attend team meetings during off-hours as needed.
Provide on call support for production or critical issues
Qualifications
Bachelor’s or Master’s degree in Management Information Systems, Information Technology, Computer Science, Business Computer, or other related fields
5–8 years of experience in application support and operational support roles
Proven experience in Application Support and Production Support, preferably within regulated, customer facing environments
Hands on experience in application support and helpdesk/service desk operations
Strong troubleshooting skills with the ability to work effectively across Tier 1, Tier 3 (developers/vendors), and business users in an escalation based support model
Strong coordination skills and proven ability to collaborate with cross functional teams, including Helpdesk, Application, Infrastructure, and L3 Vendor Support
Excellent client facing communication skills, with the ability to clearly explain technical issues to non technical users and stakeholders, including formal communication and reporting
Good understanding of application and system monitoring tools
Solid knowledge of the ITIL framework and hands on experience with ITSM software
Good knowledge of Jira products, including Jira Software and Jira Service Management
Experience working with databases such as MS SQL and MySQL, including writing queries and scripts
Experience supporting applications on cloud platforms (e.g. AWS) is a plus
Strong multi tasking skills and the ability to perform effectively in mission critical, high pressure environments
Good verbal and written English communication skills
Experience in the insurance industry is an advantage but not mandatory.
