Systems Support Lead

Overview

Provide basic support for core insurance applications to end-users and agents, assist with hardware and network issues, manage IT assets, ensure IT security and compliance, and collaborate with the head office IT team on new projects. Additionally, travel to nearby branch offices as needed.

IT Infrastructure Support

• Ensure that core IT infrastructure at branch offices is well maintained and operational.
• Responsible for hardware and software requirements for the mapped location.
• Monitor leased line and broadband connectivity, perform L1 support, and coordinate with the HO network team and service provider for fixes.
• Manage complete IT Infra inventory, including inward, outward, E-waste removal, and insurance claims for damages assets. Submit monthly MIS to the manager and IT asset manager at HO.
• Ensure software is installed and configured according to client requirements, maintain software inventory, and reconcile with the HO SCCM team and IT asset team.
• Allocate IT assets to end users on their joining day and handle all required configurations.

Application Support

• Provide L1 support for applications to internal and external users, with business applications or reported issues.
• Coordinate with the customer support team and HO application team for core business applications support, must register the issues in the ticketing systems with detailed information and track regularly
• Provide application and system-related training to end users.

Branch Visits

• Conduct mandatory branch visits to ensure core IT infrastructure (network room, UPS, Wi-Fi, switches, SDWAN devices, etc.) is well maintained and standards are followed.
• Meet branch SPOCs or heads during visits to address issues or pain points promptly.
• Remove IT E-waste, old hardware, or IT peripherals, and maintain basic hygiene considering safety.

Team Development

• Participate in monthly and quarterly reviews with the team.
• Participate in the selection process to identify the right talent for various positions.
• Provide technical expertise to guide the team and help them build the required skillset.
• Establish individual performance expectations for the team and regularly review their performance.

Security and Compliance

• Work closely with the CISO and IT security team of HO to maintain 100% security and compliance, including AV, Bitlocker, DLP, and Proxy.
• Maintain IT asset inventory of software and hardware, and coordinate with the respective HO IT team and Finance.