Job Description

Position Title: Senior Application Support Engineer - Global Travel

Office: CBSM (Monterrey)

Date: July 2023

Key Objective

• Providing application delivery support to meet the business need global/regional based.
• Triage new Incidents as they are received, prioritize appropriately and ensure that critical and non-critical issues are addressed in a timely manner.
• Design and implementation of support processes using ITIL best practices.
• Communicate directly with internal stakeholders, actively seeking a resolution to incidents and responding to queries.

Major Duties and Responsibilities

• Provide, improve, and enhance the stability of supported IT applications to business operations by gradually reducing tickets through root-caused analysis and proposing permanent fixes to the respective team.
• Monitor Application service level compliance, help in reducing risks and defining mitigation plans, and assist in resolving issues when required.
• Ensure that tickets are formally closed and, where appropriate, subsequently review, and record lessons learned.
• Adhere to compliance policies and enforce operation procedure
• Drive for operational excellence of business-as-usual processes.
• Provide regular and accurate reports to stakeholders as appropriate
• Prepare achievable/improvement plans and track activities schedule
• Ensure support plans are defined for all projects and appropriate support staffing plans are included in project funding
• Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
• Participate in the planning and coordination of regular product releases/enhancement
• Responsible to ensure any production release knowledge transfer coordination being done between project/dev and support.
• Identifying, assessing, and managing risks to the success of the business-as-usual processes.
• Participate in the planning and coordination of quarterly product releases for our customer base.
• Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
• Liaise with the various local and international support groups for Incident and Request Tasks escalation
• Act as incident manager and communicate outages to respective stakeholders and management
• Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents
• Analyze the reoccurring Incidents and Requests and proposed the permanent solution/best practices
• Maintain the ServiceNow/Jira ticketing system, Service Catalogue guidelines and procedure documentation.
• Adopting agile practice as part of the support process aligned with regional/global
• Ensuring security and audit compliance for all the support deliverables

Qualifications

Qualification

• Bachelor's degree in Computer Science, Information Technology, Computer / Software Engineering or relevant courses.
• At min 2 years of experience in IT business application support and operation background.
• At minimum with an ITIL foundation certificate, an advance will be an advantage.
• Understand and practice SDLC and/or Agile software development.

Soft Skills

• Fluent in service management ITIL best practices in day-to-day routine, incident management, problem management, change management, etc.
• Excellent communication and interpersonal skills, and able to work well with cross-organizational teams.
• Excellent analytical thinking, problem-solving, and negotiation skill.
• Excellent knowledge in handling business application's technicality and functionality.
• Excellent in customer service (customer-focused) with a consultative style of communication when addressing issues and solutions.
• High capability to handle business/customer complaints and queries effectively.
• Good technical capabilities in understanding application software architecture, development, support and operation.
• Highly motivated, results-driven, and able to multi-task.
• Experience in engaging with internal and external stakeholders in defining business requirements.
• Flexible and committed. As when required during critical incidents or event to work beyond office hours/ different time zone.
• Well-versed with any ticketing system and monitoring system.

Technical Skill

• Good knowledge and skill in databases such as MSSQL, MySQL, Oracle, etc.
• Good knowledge of API, web services, and other integration technologies.
• Advanced and depth knowledge of SQL Query / PLSQL
• Understand either practice or adopting Agile methodology and understand Scrum methodology.
• Some understand and adopt cloud computing (Azure) / solutioning.

Desired

• Insurance Knowledge.
• Data Interpretation
• Willingness to go the extra mile and think out of the box
• Having Microsoft Azure certification is a big plus

About Us

Chubb is the world's largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.