Address
Form of workGlobal insurance firm based in Springfield, MA has an immediate contract opportunity for an FA Lead Systems Consultant.
*12+ month contract*
*REMOTE*
*Must be able to work EST hours*
*No third parties please*
Job Description:
Should have experience in Managing application support with multiple technologies like Mainframe, .Net, Java, Informatica and Pega.
Should be well conversant with ITIL process and team management processes. Responsible for end to end services for the application area being managed
Oversee the day-to-day operations of the team, accountable to manage the workload of the team. Lead the team of one or more application portfolios with the objective of timely restoration of services and fulfillment of business requests thereby meeting service level commitments and continuous service improvement, in the portfolio managed within the limits of pre-defined corporate guidelines.
Work directly with customers/partners to support their needs and requests.
Ensure adherence to SOW requirements including client security and compliance needs
Ensure adherence to defined processes (like creating problem records, performing timely RCA's, creating knowledge articles, maintaining application documentation etc.)
Prepare performance dash boards & management reports and Conduct periodic data analysis, perform RCA for any targets missed and customer escalations; Report the findings to senior leadership. Implement all Corrective and Preventive actions
Coordinate shift operations and logistics effectively
Report performance dashboards on a periodic basis to the customer stakeholders
Jointly work with the customer to prioritize improvement opportunities
Responsible for liaising between project teams across locations and the Customer. Coordinate with onsite and offshore teams as necessary during project delivery, including daily connect calls.
Should be familiar with incident management activities like attending incident management call, working with technical leads to arrive at the best solution in short span of time. Should have clear understanding of different SLAs
Should have experience in managing service requests. Should be able to prioritize the work for the team and get the things done on time
Perform task and module level estimations and conduct reviews to ensure quality of deliverables
Provide inputs for resource level projections (like leave plans, additional resource requirements etc.)
Implementation of planned Service Improvement initiatives and Participate and provide inputs for all audits
Ensure the team to maintain standards and best practices
Ensure to provide support for application development and testing
Ensure complete KT to support teams before any project production release
Provide inputs for yearend review, rewards and recognition
Drive innovation - drive for automation and permanent fixes to bring in efficiency. Bring in new ideas for overall performance improvement
Knowledge, Skills, Abilities
Excellent verbal and written communication skills to be used across multiple mediums (i.e. conference calls, E-Mail, Teams, Slack, meeting minutes, etc.) when working with both technical and non-technical audiences located in multiple geographic locations.
Demonstrated ability to work independently and grasp concepts quickly.
Demonstrated sharp, analytical, problem solving, and decision-making skills.
Strong interpersonal skills
Demonstrated ability to address multiple priorities (i.e. ad hoc requests and escalated support issues) in a fast-paced, collaborative environment
Technical:
NET, VB6, HTML, XML, Websphere and Crystal Reports
Experience in working with multiple databases (i.e. IBM Sybase, Microsoft Access, MSSQL)
Familiarity with WebMethods is a plus
Familiarity with DB2/UDB is a plus
Familiarity with JAVA, JAVA Script is a plus
Knowledge of monitoring, scheduling, ticketing and integration tools (i.e. TWS Maestro, Informatica, ServiceNow, and xMatters)
Experience with multiple Software Development Lifecycles (SDLC), ie. Agile, Waterfall, etc.
Experience in Insurance and/or financial services industry is a plus
5-10+ years of experience
