Application Support Engineer

Your Responsibilities Working at Lockton

At Lockton, we're passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented, and always striving to make ourselves and those around us better. We're active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.

The Application Support Engineer will be responsible for maintaining a consistent and timely delivery of support services for our Technology Applications in Lockton MENA. They will champion Incident and Problem management following best practice and will be working with internal stakeholders, customers, 3rd party vendors and internal business units. They will own the end-to-end application support process to ensure all hit the agreed SLA's.

Your Responsibilities

1. Be the central point of conflict and issue escalation to senior management and compile reports of incident and problems.
2. Analyze and report on patterns and trends to improve future service delivery and reduce major incidents. Ensure appropriate action is taken to anticipate, investigate and resolve any problems in systems and services that will be fully documented.
3. Responsible for managing production incidents and outage events as well as managing problems within the MENA Technology Application division.
4. Provide leadership and coordination across application and partner teams to quickly remediate production issues and reduce mean time to resolution.
5. Facilitate ITIL standards and their adherence/best practice.
6. Manage relationships with business users, IT stakeholders, vendors.

Qualifications

Basic Qualifications

1. A minimum of five years' experience in a similar role in a well reputed organization
2. Extensive technical and functional knowledge of Digital Insurance trading systems
3. Proficiency in Insurance technology terminologies, concepts, and processes
4. Excellent stakeholder management, communication, written and analytical skills
5. Excellent leadership, team building and people management skills
6. Valid ITIL framework certification / ITIL v3 foundation certified

Preferred Qualifications

1. Ability to manage competing priorities and operate under pressure
2. Ability to adjust schedule based on business need
3. Excellent management, interpersonal, communication, presentation, and organizational skills
4. Coordination skills: managing (complex) IT technical investigations
5. Competent in defining, documenting and managing procedures and processes