IT Application Support Engineer

3 weeks ago

Bengaluru, India Gallagher Full time
Overview

To provide technical software support and server administration to internal business functions in Gallagher Re, minimizing the adverse impact of incidents and problems and preventing reoccurrence of incidents. Work closely with business and technical associates to ensure that value is provided through effective and efficient support of systems. A significant part of the role is providing support our primary broking platform (OpenTWINS) and other Broking/Claims toolsets. Also involves software installations, upgrades and managing all associated changes to the application environments. Responsibilities Global technical support for Broking Platforms, other re-insurance applications and the systems which the platform interacts with (MS Windows servers, MS SQL server databases, internal Workflow Manager application and FTP tools). Update ticket log thoroughly within the Remedy call tracking tool. This includes all customer communications, resolution and root cause analysis. Interact with other internal IT teams and external 3rd party vendors to trouble shoot and resolve underlying issues Install software products including testing, bug reporting and applying patches and service packs to the software applications MS SQL Server database tasks such as monitoring, shrinking, attaching, detaching and moving of files Global Support with infrastructure located in the UK and US Working closely with the business, other IT departments and vendors to maintain the effectiveness of current systems and to work proactively to make improvements Building and maintaining good relationships with both business and IT associates Share customer feedback for the purpose of process improvement Create/suggest opportunities for improvement in the areas of support and infrastructure monitoring Ensure incident and problem records are up-to-date accurately and in a timely manner Contribute to support knowledge base (create/update solution documents) Achieve high levels of user satisfaction Application services meet or exceed agreed service level metrics Measured contribution towards the reduction in incidents by root cause analysis, known errors, problem management Adhering to Change Management Incidents and problems are resolved within OLA and SLA Compliance with published procedures and policies Meaningful, actionable reports on service quality Post incident reviews, problem root cause analysis, and corrective action plans. Qualifications Excellent Customer Service skills Ability to prioritize workload and handle business escalations 6+ years’ experience in a hands-on role supporting business application systems, and an understanding of their architecture IT related qualifications Experience in providing support services to agreed SLAs and OLAs Understanding of technical IT issues to enable discussions with internal and external technical specialists Strong analytical and trouble shooting skills Must work well independently and as part of a team of software analysts and support technicians Experience with Microsoft SQL Server databases Experience with Windows servers Good communication skills. Ability to communicate orally with end users, vendors, management, and co-workers is crucial. Regular use of phone, email and instant messaging for communication is essential Knowledge of the Re-insurance business tools and Broking/Claims software applications Understanding of the Reinsurance/Insurance business Awareness of cloud hosting of infrastructure/software as a service Experience using Remedy or other call tracking software Experience of working in an ITIL environment and ITIL foundation Ability to independently apply production upgrades and support the products and technologies Flexible in working outside of core business hours at short notice.

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