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Production Support Specialist Level 1
2 months ago
What is Equisoft? Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world's leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks to our business needs-driven approach, industry knowledge, cutting-edge technologies and experts.
Why Choose Equisoft? With 950+ employees, we are a stable organization that offers career advancement and fosters a stimulant environment. If that’s not enough, then check out these other perks below:
- You are welcome to work in our office, hybrid or remote.
- Full-time Permanent Role.
- Flexible hours.
- Number of hours per week: 40.
Role: The Production Support Level 1 Specialist reports to the Manager, Production support and works closely with a team of 15 Production Support Specialist between Level 1 and Level 2. The incumbent is responsible for all client facing application production support and incident resolution. The incumbent will provide incident support, perform escalation and drive problem resolution for all of Equisoft's Clients. He or she will support root cause analysis and provide tactical and strategic solutions.
Your Day with Equisoft:
- Work with customer (insurance and financial companies) requests and tickets, multi-task and escalate tickets to the appropriate staff member and serve as primary liaison between the support team and the customer in daily operations.
- Solve client problems through effective listening skills, positive action, information gathering and/or ticket escalation.
- Coordinate with various teams and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
- Exercise a good understanding of business processes and application usage to meet operational goals and perform client training.
- Work with Release Coordinators for the release management activities.
- Maintain consistent communication with business stakeholders through the incident and problem resolution processes.
- Understand Key Performance Indicators (KPI), Service Level Agreement Metrics (SLA) and report outcomes to management.
- Occasionally perform Quality Assurance tasks for testing of new software versions.
- Follow procedures, and continually improve internal processes for maintenance of solutions that are in production.
- Monitor and provide support to workflows and provide expert knowledge on all workflow designs.
- Monitor all alerts following set procedures and escalate where appropriate.
- Analyze past incidents, create, develop and execute steps to avoid repetition. Eliminate occurrence in future.
- Analyze logs to proactively identify potential issues and create mitigation plans.
- Develop and maintain both internal and external (Client facing) technical/user documentation.
- Flexibility with working on a rotational shift.
Requirements:
- Bachelor’s degree in computer science, Information Systems or equivalent.
- 1-2 years of experience in a Production Support, helpdesk or client facing role.
- Strong analytical, multi-tasking and problem-solving skills.
- A client-focused, service-minded approach and a strong sense of urgency.
- Ability to communicate, write and synthesize information.
- Strong organization and prioritizing skills.
- SQL scripting & Databases experience in Microsoft SQL Server or Oracle Database is required.
- Team spirit, tact, diplomacy, autonomy, rigor, and discipline.
- Excellent knowledge of French & English (spoken and written).
Nice to Haves:
- Knowledge of the insurance industry.
- Experience in development back-end languages like Java, .Net, PHP, etc.
- Experience or knowledge in OIPA (Oracle Insurance Policy Administrator).
- Experience in any Cloud Architecture environment (Microsoft Azure, AWS, Oracle Cloud).
- Understanding or experience working with XML/JSON structures.
- Familiarity with any of our internal tools such as JIRA, Confluence, PagerDuty, Zendesk, MS Teams & Slack.
Equisoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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