Job from partnerWe are seeking an experienced Application Support Lead to oversee the support, maintenance, and operational excellence of Verisk (Sequel) Eclipse Underwriting and Sequel Claims platforms. This role is critical in ensuring the seamless operation of core insurance systems, addressing Business-As-Usual (BAU) issues, and collaborating with stakeholders across diverse lines of business in the London Insurance Market. As the Application Support Lead, you will manage a team of offshore resources and onshore SMEs, ensuring timely resolution of incidents, system stability, and alignment with business objectives.
Key Responsibilities
- Incident Management: Lead the resolution of escalated and longstanding incidents, including SQL database data fixes, ensuring minimal disruption to business operations.
- Testing & Deployment: Implement rigorous testing processes in lower environments, coordinate with stakeholders for validation, and present changes to the Change Approval Board for deployment approval.
- System Maintenance: Oversee month-end procedures, maintain Eclipse and Claims jobs, and ensure the health of Verisk systems in collaboration with REM teams.
- API & Data Flow Troubleshooting: Collaborate with application teams to resolve API web service call issues and analyze XMLs to identify and address data flow inconsistencies.
- Vendor Coordination: Escalate issues to Verisk, provide workarounds, and align expectations with internal teams for timely resolutions.
- System Upgrades: Lead the review of vendor-provided training and installation documentation during system upgrades, ensuring smooth transitions and knowledge transfer for team maintenance.
- Team Leadership: Manage offshore capacity, conduct weekly team meetings, and ensure SLAs are consistently met.
- Stakeholder Communication: Present weekly performance updates to senior management and maintain a VIP channel for escalations.
- Process Improvement: Gather requirements, create user stories in Azure DevOps, and document resolutions for incidents to streamline processes and improve efficiency.
What We’re Looking For
- 15+ years of experience in the insurance/reinsurance industry, with a focus on the London Insurance Market.
- Strong expertise in Verisk (Sequel) Eclipse Underwriting and Sequel Claims platforms.
- Proven experience in managing support teams and processes, including offshore resources.
- Excellent problem-solving and troubleshooting skills, particularly with SQL databases, APIs, and XMLs.
- Familiarity with Lloyd’s market processes and compliance requirements.
- Strong communication and interpersonal skills to work effectively with stakeholders at all levels.
- Experience in developing and implementing support frameworks, SLAs, and KPIs.
- Proficiency in tools like Azure DevOps for requirement gathering and task management.
