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Principal Engineer - IT Product Support

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What can you expect?

This position is for a developing professional contributor in business application support. This role will report into the Service Support Manager and will be responsible for supporting a wide range of queries, researching and identifying appropriate resolutions, and escalating issues to more senior team members and external vendors when necessary.

 

Key Accountabilities

  • Provide 1st/2nd line processing and technical support for business application users, primarily on Acturis, across all Jelf branches.
  • Maintain a high degree of customer service for all support queries
  • Take ownership and be proactive when dealing with user issues
  • Ensure all relevant support and change management processes are adhered to
  • Escalate unresolved issues as needed and arrange for external technical support where problems cannot be resolved in house
  • Log all calls on a ticketing system, maintaining up to date records at all times, ensuring the team Key Performance Indicators are met
  • Actively monitor tickets to identify patterns, trends or processes to reduce issues or improve customer experience
  • Contribute to ongoing projects within the central business units as required
  • Suggest system/process developments and improvements where appropriate

Measures

  • User satisfaction and feedback
  • Timeliness of response
  • Successful resolution
  • Key Performance Indicators
  • Satisfactory completion of assigned tasks and projects

 

Key Interfaces (Internal & External)

  • Internal Jelf customers – supporting as per requirements
  • IT/Business Systems/BI – liaison as necessary to resolve issues
  • 3rd Party Vendors – liaison as necessary to resolve issues

 

Skills and Experience

  • 3 years of Acturis experience
  • Commercial and/or Personal Lines broking experience
  • Word/Excel experience
  • Understanding of business requirements
  • Competent IT literacy around applications and systems
  • Ability to build strong working/stakeholder relationships
  • Strong problem solving and organisational skills
  • Strong communication (written and oral)
  • Self-motivated and team working

 

What makes you stand out?

  • ServiceNow certifications
  • Minimum 3 years of Acturis experience
  • Strong verbal and written communication
  • Eagerness to learn
Set alert for similar jobsPrincipal Engineer - IT Product Support role in Mumbai, India
Marsh McLennan Logo

Company

Marsh McLennan

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 years

Category

Technology

Locations

Mumbai, Maharashtra, India

Qualification

Bachelor

Applicants

Be an early applicant

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