This is not a helpdesk or systems administration role. It is a technically sophisticated support position that places equal weight on soft skills, communication, and problem-solving as it does on technical capability. You will collaborate closely with customer support and technical teams, Operations and Deployment Engineers, and multiple internal departments to deliver 24x7 production support.
Key Responsibilities;
- Serve as the trusted point of contact for multiple enterprise customers, including liaison with senior stakeholders on quality measures and KPIs
- Communicate issue status clearly and proactively, ensuring all customer-facing correspondence is well-considered and professional
- Manage problem reporting, escalations, and expectation-setting around service delivery and associated commercials
- Provide tailored customer reports and contribute to ongoing process improvement within the support function
- Monitor patterns in release quality and costs in partnership with Customer Account Managers
- Provide out-of-hours support for bank holidays and weekends as required
- Manage customer service requests end-to-end — investigating, reproducing, monitoring, and driving issues to resolution in accordance with SLAs
- Conduct trend analysis across customer service requests to proactively identify capability gaps and potential risks
- Liaise between external customer teams and internal personnel (Operations and Deployment Engineers) to coordinate swift, effective resolutions
- Maintain a deep and current understanding of the product suite and Cloud Architecture to support effective triage and resolution
- SQL — Proficient in both DML and DDL; able to write complex queries including joins, aggregations, unions, and schema modifications for reporting and root cause analysis
- Java — Able to read and write Java for investigative purposes, with familiarity in JEE technologies (JSP, JDBC, JNDI) (this is not a development role)
- Integration — Hands-on experience with SOAP, REST, and WS-* standards
- Application Servers — WebSphere, WebLogic, Tomcat, JBoss
- Databases — DB2, Oracle, SQL Server
- AWS — CloudFormation, EC2, S3, EMR, ECS, ECR, CodeDeploy, Auto Scaling, CloudWatch
- Dev Tools — Ant, Maven, JUnit, Eclipse, Subversion, Jenkins
About You To thrive in this role, you will bring:
- Exceptional customer management and communication skills — both written and verbal
- Experience in the insurance domain (Claims Management or Absence Management highly regarded)
- A proactive, composed, and professional approach — especially under pressure with multiple competing priorities
- Strong analytical and complex problem-solving ability
- Proven understanding of the software maintenance and release lifecycle
- A genuine appreciation of the business impact that production application issues can have on enterprise customers
- ITIL Certification — advantageous
- AWS Certification — advantageous
