Application Support Manager at Hollard Insurance

Job Advert Summary    

• The application support manager is responsible for providing application and technical support for software applications and systems used within Hollard. They are also responsible for managing the service desk and technical support team operations. The teams will provide efficient and effective support to end-users for software, hardware, and network issues. The individual will be responsible for ensuring high-quality customer service by helping end-users , branches ,monitoring performance, implementing operational procedures, and providing technical guidance and expertise. The individual will also interact with development teams and central IT  to troubleshoot issues, answer questions, provide guidance and fix problems on various platforms.

Key Responsibilities

The main duties include:

• First line contact for any application related production Issue
• IT Audit remediation
• Work with Group IT to resolve any Production related issues in Insure
• End to End ownership of all Production Issues
• Use monitoring to pro-actively manage Production
• Assisting in the test- Managing user accounts, permissions, and access within systems
• CAB Management
• Collaborating with development teams to identify and resolve bugs or other technical issues
• Maintaining accurate documentation of technical support issues and resolutions
• Patch, Upgrade and ongoing maintenance
• Diagnosing and resolving technical issues reported by end-users
• Managing user accounts, permissions, and access within systems
• Collaborating with development teams to identify and resolve bugs or other technical issues
• Maintaining accurate documentation of technical support issues and resolutions
• To be successful in this role, individuals need to have a solid understanding of various software applications and systems, as well as strong technical problem-solving skills. Other required skills include excellent communication and customer service skills, attention to detail, and the ability to work both collaboratively and independently.
• Absolutely essential in this role is the ability to build relationships and work collaboratively with multiple departments including Engineering and Central IT. The application supportmanager  is expected to be on call during extended service hours. Prior working knowledge & experience of ITIL or COBIT is essential. 

Required Knowledge and Experience    

Experience

• 5 Years’ plus experience
• Financial services experience specifically in Short Term Insurance

Knowledge and Skills

• Cloud
• SAFe
• DevOps
• New Relic One
• Incident and Problem Management
• Tools for RPA, API, Portal, Policy Administration, Rating and Quoting Engine
• Business management skills
• Analysis and interpretation of data pertaining to business systems
• Sound understanding of short-term insurance life cycle including:
• Risk management
• Underwriting
• Claims procedures.
• Insurance terminology
• Reinsurance and treaties
• Product knowledge
• Financial knowledge
• Financial services industry knowledge and experience.
• Understanding of the overall dynamics of the insurance and financial services industries.
• Sound understanding of the business of Short-term insurance brokers.
• Strong leadership abilities – decisive, influential, and inspirational.
• Strong on relationships internally within the team, across the group and externally with partners and suppliers.
• Good communication including verbal and business writing skills.
• Strong analytical and quantitative skills.
• Process driven in terms of planning and organising skills.
• A combination of initiation, integration, and completion skills.
• Accurate high quality work output.
• Strong project management, analytical, and problem-solving skills.
• Aptitude and dedication to thrive in a dynamic and deadline-oriented environment.
• Ability to work across business units with varying stakeholders.

Educational Requirements    

• Matric essential
• IT Degree or related qualification essential
• SAFe certification
• ITIL or Cobit certification