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We cover reinsurance and insurance risks that range from marine, terrorism, aerospace, technology, media and professional indemnity through to high value personal insurance, such as homes and contents, fine art, luxury motor, and kidnap and ransom, and are market leaders in many of our chosen areas. The Team The IT function is led by a CIO who manages a team of around 200 IT professionals. Reporting to the CIO are 6 Heads of IT. This role forms part of the European team who are accountable for the full life cycle of over 50 applications. The Role Hiscox is searching for an individual to lead our European Applications Support team as an Application Support Lead in our Lisbon office. This role reports to the European IT Operations Manager and is responsible for managing a team that provides support for all European applications within the Hiscox IT application portfolio. The role is customer-facing and places a high degree of emphasis on problem solving, service delivery, and relationship management. The Application Support Lead will engage with internal IT teams, business units, and external service providers to ensure that our stakeholders are receiving high-levels of service. Key Responsibilities Operations & Service Delivery Responsible for monitoring and maintaining the health of European applications to ensure availability, performance, and capacity service levels are met and maintained. Maintains a close working relationship with users, third parties, vendors and stakeholders by assisting with enquiries related to application operations, issues, and workflows. Ensures the relationship between the business and IT is open, trusted and effective in understanding both party perspectives and how best to work collaboratively to the benefit of Hiscox. Prepares metric reports on application performance and availability, ticket trends, recurring incidents, and how these measurements reflect against target SLAs. Put forward recommendations for proactive support or service improvements. Incident & Problem Management Manages the resolution of major operational Incidents to restore service as soon as possible and minimize business disruption. Coordinates the restoration of service activities for any major critical application incidents. Acts as a single point of contact during critical incidents, providing effective and timely communication to all impacted stakeholders. Prepares comprehensive post-incident reports that communicate the full extent and impact of service disruptions as well as remedial actions. Defines, develops and provides an application problem analysis and resolution service for complex application problems in collaboration with business users and internal or external support teams supporting the application. Acts as the owner of root cause analysis and preventative efforts for all critical or recurring incidents. Ensures all tasks related to problem investigations have clear owners and are followed through to resolution. Manages the BAU backlog for the defects as part of the root cause analysis activities. Administer all implementation issues and generate short-term resolution, as well as long term preventive measures for development. Knowledge Management Ensures all application support related documents and artefacts are kept up to date and maintained in various knowledge repositories. Supports the transition of IT projects from delivery to operational readiness via support model definition and knowledge transition activities. Others Manage the stakeholders and the communication for all IT support related activities. Manage and develop the Application Support team. Develop and enforce procedures and documentation for application support. Person Specification Candidates should possess general knowledge of software development principles, database management, middleware, and server configuration. Demonstrates strong analytical thinking and the ability to solve complex technical problems across multi-tiered enterprise applications. Has a passion for customer service and understands the value of delivering quality application services. Comfortable interacting with senior management and stakeholders on a day-to-day basis. This includes representatives of other IT teams, business units, and external 3rd party service providers Possesses excellent written and verbal communication skills, with an emphasis on the ability to translate complex technical issues into language easily understandable to business stakeholders. The ability to act as an escalation point for third party IT teams and business stakeholders alike. Familiar with ITSSM tools (Incident management, Problem Management, Request Fulfilment, Change Management, CMDB, Configuration Management System, etc.) ITIL Foundation certification Desirable skills Experience as an advocate for Support involvement throughout the software development lifecycle Understanding of Continuous Delivery principles and processes Basic ability to write and execute SQL queries Basic understanding of service reporting, trend analysis and capacity planning Basic understanding of application design and application security concepts Familiarity with monitoring tools Basic insurance knowledge Why Hiscox? This is a fantastic opportunity to join Hiscox during a time of focused growth where you will have the remit to make a real difference. Hiscox offers an environment where you are encouraged to grow with the team and this is an exciting time to be joining this fast growing organisation. There will be plenty of opportunity for on the job career development within a supportive environment. If you think you can be a fit for this role, please apply here: https://careers.peopleclick.com/careerscp/client_hiscox/external/gateway/viewFromLink.html?jobPostId=26139&localeCode=en-us |
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