Job Description
The Application Support Engineer will be responsible for maintaining a consistent and timely delivery of support services for Lockton MENA's Technology Applications. They will champion Incident and Problem management following best practices and work with internal stakeholders, customers, 3rd party vendors, and internal business units. The role involves owning the end-to-end application support process to ensure all hit the agreed SLA's.
Responsibilities
- Be the central point of conflict and issue escalation to senior management and compile reports of incident and problems.
- Responsible for managing production incidents and outage events within the MENA Technology Application division.
- Provide leadership and coordination across application and partner teams to quickly remediate production issues and reduce mean time to resolution.
- Ensure appropriate managerial relationships are established and maintained to build and strengthen trust regarding end-to-end application enterprise incident management resolution and problem management.
- Facilitate ITIL standards and their adherence/best practice.
- Responsible for availability of core application services and application support team SLAs and KPIs.
- Manage incidents, service requests, problem analysis and resolution for application problems engaging vendors as required.
- Lead critical incident resolution and escalation and participate in major incident reviews.
- Improve application functionality and performance and provide suggestions for system and business improvements.
- Manage relationships with business users, IT stakeholders, vendors.
Qualifications
Basic Qualifications
- A minimum of five years’ experience in a similar role in a well-reputed organization.
- Extensive technical and functional knowledge of Digital Insurance trading systems.
- Proficiency in Insurance technology terminologies, concepts, and processes.
- Strong knowledge of business processes and technology landscape in Insurance / Finance Services sector.
- Excellent stakeholder management, communication, written and analytical skills.
- Excellent leadership, team building, and people management skills.
- Proactive and organized with good time management and decision-making skills.
- Collaborative attitude to work with local and distributed teams.
- Actively engage with Technology, Digitisation & Innovation teams and engineers.
- ITIL framework certification / ITIL v3 foundation certified.
- Advanced knowledge of incident, problem, and change management.
Preferred Qualifications
- Ability to manage competing priorities and operate under pressure.
- Ability to adjust schedule based on business need.
- Ability to be proactive, takes action, and anticipates opportunities.
- Ability to guide and assist in technical troubleshooting during an incident/outage.
- Excellent management, interpersonal, communication, presentation, and organizational skills.
- The ability to lead cross-functional teams effectively at all levels of the organization.
- Coordination skills: managing (complex) IT technical investigations.
- Competent in defining, documenting, and managing procedures and processes.
- Experience managing 24/7 Application, Infrastructure, and/or Operation teams preferred.
- Experience supporting Application and Infrastructure in OMS systems preferred.
- Strong business acumen and ability to interface with executive management.
- Must be able to work in a fast-paced environment.
- Adaptability to demanding circumstances that require timely and accurate responses.
- Strong analytical, multitasking, and prioritization skills.
- Excellent verbal and written communication skills.
Lockton is the largest privately held independent insurance brokerage in the world. Since 1966, their independence has allowed them to serve clients, take care of their people, and give back to communities. With over 10,000 Associates doing business in over 100 countries, Lockton believes in the power of all people and fosters a caring culture where everyone can thrive.
