Applications Support Lead - Insurance sector London, England
Job description
Innovative Insurance Technology Solutions
Our award-winning client is a leading provider of cutting-edge technology solutions within the Insurance sector. Serving Insurers, Brokers, and Managing General Agents, their offerings revolutionize delegated authority portfolio management, streamline operations, and address regulatory compliance challenges.
Role Overview:
As the Application Support Lead, you will drive the delivery of IT Operations services, encompassing Production Support and Infrastructure. This role offers a unique blend of hands-on technical involvement, people management (team of 5), customer-focused service, and strategic management.
Responsibilities:
- Deliver exceptional service experiences to clients.
- Acknowledge and categorize customer tickets within SLAs.
- Allocate and expedite ticket resolution through appropriate support tiers.
- Monitor and report on ticket resolutions against SLAs.
- Lead Incident Management and Problem Management, uncovering underlying issues.
- Manage application Production Deployments and processes.
- Oversee Infrastructure Managed Service Supplier for SLA adherence.
- Evaluate MSS service costs for optimal value.
- Maintain security protocols for hosting environment integrity.
- Monitor system and security alerts.
- Drive continuous service improvement initiatives.
- Collaborate in client meetings as needed.
- Establish and monitor KPIs for performance evaluation.
- Liaise with vendors, ensuring consistent customer service.
- Coordinate with development teams to assess Service impact of changes.
- Collaborate with Delivery team to align Operations and Project requirements.
- Facilitate training and support for team members.
- Foster interdepartmental interaction for seamless operations.
Essential Experience:
- Hands-on approach, blending application and infrastructure support.
- Proven customer-focused and proactive attitude, with external customer experience.
- Familiarity with Cloud Computing (AWS).
- ITIL Knowledge.
- Insurance industry experience (desirable).
If you're ready to make a difference in the dynamic world of insurance technology, we encourage you to apply.
Job Types: Permanent, Full-time
Salary: £55,000.00-£70,000.00 per year
Benefits:
- Company pension
- Work from home
Schedule:
- Monday to Friday
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in London
