Job Description

• Responsible for the maintenance, support, and operations of the AXA GI software application which includes ensuring functionality and usability of the software applications are aligned with the organization’s priorities and enabling Company employees to do their work effectively
• Responsible for resolving application issues to ensure optimal performance and usability for the various system users and providing root cause analysis with recommendations for improvements
• Be accountable for performing daily, weekly, monthly, quarterly, and yearly operations tasks required for the ongoing functionality of the software applications
• Manage the Service Desk and staff to provide 1st level technical support; answering support queries via the telephone, using remote desktop tools or should the need arise attendance to users place of work
• Act as a further escalation point for unresolved or escalated calls
• Take on a wider customer service role and promote the customer service ethic tomaintain a high degree of customer service for all support queries and adhere to allservice management principles
• Take overall responsibility for incident management and request fulfilment on the Service Desk.
• Ensure staff take ownership of user problems and be proactive when dealing with user issues.
• Supervises daily activities for production to ensure timely and effective reporting, tracking, follow-up and communication of problems with the user community.
• Manage all production support issues regularly with regional IT
• Managing incidents and work with the team to resolve them.
• Constantly review and look for opportunities to improve the production services team in Processes, Service Quality, Service Level Agreement (SLA) and others.

Job Requirements

1. Bachelor  Degree in Computer Science/Information System
2. Possesses ITIL, ITSM
3. Exposure and working experience is a must
4. AS400(Policy SEA). PEGA Application, Microsoft certification (added advantages)
5. Expérience in Insurance IT support environment Experience using and configuring processes within a modern IT System Management tool such as Remedy or Service Now highly desirable
6. Some technical knowledge in Application SDLC
7. Minimum of 6 years’ experience in a Senior Team Leader Role

Company Benefits

Additional Info