Application Support Service Delivery Lead

Role & responsibilities

1. Application Support and Maintenance:

• Manage the delivery of All Sales Facing Application Support and Maintenance, Ensuring seamless operations and minimum downtime.
• Troubleshoot, diagnose, and resolve technical issues within life insurance applications to maintain high system performance.
• Develop and maintain standard operating procedures and documentation for application support.

2. Service Delivery Management:

• Serve as the main point of contact between IT and business stakeholders for application-related issues and improvements.
• Ensure adherence to Service Level Agreements (SLAs) and other key performance indicators (KPIs) related to application availability, performance, and user satisfaction.
• Conduct regular service reviews and implement enhancements for service improvement.

3. Incident and Problem Management:

• Lead the incident and problem management process, ensuring timely response and resolution of incidents to minimize business impact.
• Perform root cause analysis and collaborate with development teams for preventive measures and long-term fixes.
• Implement continuous improvement plans to reduce recurring incidents.

4. Change and Release Management:

• Coordinate and manage the deployment of new features, updates, and bug fixes, ensuring minimal disruption to business operations.
• Ensure that all changes and releases adhere to established change management processes, testing protocols, and compliance standards.

5. Stakeholder Engagement and Communication:

• Act as a liaison between business teams and IT, translating business requirements into technical specifications.
• Collaborate with vendors and third-party service providers to manage SLAs and service delivery quality.
• Communicate service delivery performance, upcoming changes, and issues to relevant stakeholders.

6. Compliance and Security:

• Ensure compliance with industry regulations and standards
• Implement security best practices and work closely with IT security teams to address vulnerabilities in applications.

7. Project and Enhancement Support:

• Support project teams in deploying and enhancing life insurance applications, providing expertise and guidance in application functionality and service delivery.
• Participate in UAT (User Acceptance Testing) and assist in post-implementation support.

8. Audit:

• Ensure Applications and processes are ready for both Internal and external audits maintaining up-to-date records, documentation, and compliance with policies.
• Coordinate responses to audit finding, implementing corrective actions and process improvement as required.

Preferred candidate profile

Qualifications:

• Education: Bachelors degree in computer science, Information Technology, or a related field. Relevant certifications are a plus.
• Experience: 10+ years in IT service delivery, with a strong background in life insurance applications and processes.

Technical Skills:

• Proficiency in application support and service management tools with experience in managing Inhouse & Outsource Teams
• Strong understanding of life insurance applications and related technologies.
• Familiarity with databases (SQL, Oracle, Postgres), application servers, and other relevant technologies.
• Knowledge of Service Delivery best practices and certification is preferred.
• Soft Skills:
• Excellent communication, interpersonal, and stakeholder management skills with good Presentation Skills.
• Strong problem-solving skills with an analytical approach.
• Ability to work in a fast-paced environment and manage multiple priorities.

Education Graduate and Postgraduate in relevant field is preferred .

Team Handling – Outsourced people.

- Should know support of applications. Do not want from Development background.

- How he contributed to improve support TAT

- Worked on Launches of Applications

- Deployment