Application Support Manager

About Us

Prudent is a Composite Insurance Broker regulated by the Insurance Regulatory and Development Authority of India (IRDAI) and headquartered in Mumbai, India. Prudent is one of the leading insurance brokers in the country.

Recognized as:

• Great Place to Work – 2024 and 2025

  - This achievement reflects our unwavering commitment to a workplace where innovation, collaboration, and success go hand in hand; thanks to each Prudent family member for being the driving force behind our success.
• One of 𝗜𝗻𝗱𝗶𝗮’𝘀 𝗧𝗼𝗽 𝟭𝟬𝟬 𝗕𝗲𝘀𝘁 𝗪𝗼𝗿𝗸𝗽𝗹𝗮𝗰𝗲𝘀 𝗳𝗼𝗿 𝗪𝗼𝗺𝗲𝗻 𝟮𝟬𝟮𝟱! This honour reflects our unwavering commitment to fostering a culture where every woman can thrive and shine, and every voice is heard. Together, we’re building a future of 𝗴𝗿𝗼𝘄𝘁𝗵, 𝗲𝗾𝘂𝗮𝗹𝗶𝘁𝘆, and 𝘀𝘂𝗰𝗰𝗲𝘀𝘀 for all team members!!

Job Summary/About the Role

The Application Support Manager will lead a team responsible for providing first-level support for business-critical applications used in insurance broking operations. This role ensures timely resolution of incidents, adherence to SLAs, and continuous improvement of support processes to deliver exceptional service to internal stakeholders.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.

Required Experience and skills

• 5+ years of experience in application support, with at least 2 years in a managerial role.
• Strong understanding of insurance processes and related applications.
• Familiarity with ITIL framework and ticketing tools (e.g., JSM).
• Excellent leadership, communication, and problem-solving skills.
• Experience with automation tools for ticket assignments and workload balancing.
• Knowledge of APIs, Postman, SOAP.

Key Responsibilities

Team Management:

• Lead and mentor the support team, ensuring high performance and professional development.
• Allocate resources effectively to manage workload and meet SLAs.

Incident & Request Handling:

• Oversee the resolution of application-related issues raised by users.
• Ensure proper ticket triaging, prioritization, and escalation to tech teams when required.
• Coordination with Partner Teams like Insurers, TPAs for the resolution of related issues.

Process & Compliance:

• Implement and maintain ITIL-based support processes.
• Ensure compliance with company policies, data security standards, and regulatory requirements.

Monitoring & Reporting:

• Track key objectives such as ticket resolution time, first-response time, and user satisfaction.
• Prepare regular reports for management on team performance and application health.

Continuous Improvement:

• Identify recurring issues and work with development teams to implement permanent fixes.
• Suggest automation opportunities to improve efficiency and reduce manual effort.