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 itoring: Actively itor 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 up , 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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