Job Title: Application Support Lead
Hiscox is an international insurer specialized in the market of luxury goods & property, and high-end professional insurance.
We give people and businesses the confidence to realize their ambitions. With offices in 9 European countries, we have a very international staff and encourage a culture that fosters inclusion and collaboration, offering exciting opportunities for personal and professional growth.
In our Lisbon office, we have approximately 500 exceptional professionals representing 29 diverse nationalities. We recognize the importance of maintaining a healthy work-life balance and provide a 35-hour workweek along with the option for a hybrid working schedule.
The Role:
As Application Support Lead, you will be responsible for the day-to-day operations of the Application Support Analysts, ensuring quality in the incident management process for all European applications within the IT application portfolio.
The portfolio includes digital customer-facing portals, APIs, File Integrations, Core System processes, and Data Analytics applications.
Key Responsibilities:
* 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.
* Act as the enabler of the Service Product Owner KPIs throughout the day-to-day operations.
* Put forward recommendations for proactive support or service improvements.
* Act as the Incident Manager by managing the resolution of major operational Incidents to restore service as soon as possible and minimize business disruption.
* Coordinates 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.
* 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.
Requirements:
* Solid understanding of ITIL principles, having certification will be highly recognized.
* Prior experience in software engineering or equivalent on IT Service / Operations delivery.
* Comfortable with ITSM tools (Incident management, Problem Management, Request Fulfilment, Change Management, CMDB, Configuration Management System, etc.)
* Previous experience in an IT role with responsibilities in planning and team management, managing and leading IT teams, including previous experience working within an agile environment.
* Previous experience managing mixed teams with internal and external staff, including strong 3rd party management skills.
* Familiarity with Monitoring & Alerting suites (e.g. in Grafana, New Relic, Dynatrace).
* Knowledge of Azure cloud platform and previous experience with Azure cloud operations as well as certifications is a plus.
* Basic insurance knowledge.
* Good written and verbal English communication skills, additional language (German, French, Spanish, or Dutch) is a plus.
We offer a healthy work-life balance, holidays, health insurance, gym allowance, pension plan, and many more benefits.
Work with amazing people and be part of a unique culture.