Assistant Manager, Application Support Software Engineering – Engineering

Key Objective

·         Provide L1/L2 level support/guidance to users.

·         Perform issue investigation and provide solutions

·         providing necessary technical support relating to various applications

·         Assist and participate in project implementation activity.

·         Lead/participate in issue resolving

·         OIC Reporting

Major Duties and Responsibilities

·         Performing tasks associated with supporting  Chubb Thailand business applications – Web applications, user support and trouble-shooting functions ensuring a high quality of service and user satisfaction is maintained.

·         Provide guidance and support for application users to ensure that the business application systems supported by the Chubb Samaggi Shared Service are maintained to the highest possible standard with maximum levels of attainable productivity and efficiency.

·         Prioritizing and managing many open cases at one time.

·         Undertake application problem analysis and resolution for application problems in conjunction with the users, system owners (Local/Regional) and application suppliers.

·         Effective working relationship with IT Service Desk & other members within the IT team. Will be held joint accountability for the IT organization’s service level agreements for level 1 support

·         Participate in Project Implementation activity as required from time to time

·         Proactively manage data quality in some systems

·         Examine application functionality and performance and provide information about how it can be improved.

·         Ensure that solution and application support documentation is maintained to the highest quality and accuracy in timely manner

·         Performing configuration, user support and trouble-shooting functions for Chubb Thailand Applications  during business hours and after hours (as rostered) ensuring a high quality of service and user satisfaction is maintained

·         Ensuring an effective level of communication is maintained with management and other IT staff members, ensuring information about systems or network outages, problem escalation or other information is shared with other team members effectively and in a timely fashion

·               Providing assistance and cover for other team members where required

·               development of standard documentation for Operation procedures and update in timely basis

·               Undertake any other duties of a similar level and responsibility as may be required from time to time.

·               Adherence to IT Governance, standards, regulations, IT Security Policy and Procedures at all times.

·               Providing training to  team members as and when required. Coach relevant staff as back-ups

·               Effectively communicate and collaborate with a variety of different audiences

Reporting Relationships

Reports to:   Application Support Senior Manager

Skills

• Strong database and analyst skills

• An understanding of business - Insurance

• Understanding a variety of database systems including Microsoft SQL Server, Informix  and others.

• Knowledge on Microsoft SQL Database, ETL , SSIS, SSRS, API and others.

• Computer skills including .Net Technology, PHP, Angular, Cloud Technology and others.

• Multi tasking; Pro-active and responsible self-starter.

• Possess good verbal and written communication skills in Thai and English and have an open and proactive communication style, good listening skills

• Strong problem trouble shooting and solving skills

• Ability to work effectively both individually and in a team

• Well-organized, methodical, good time management skills and possesses a “can-do” work attitude

Experience

• At least 3-5 years on production support field especially in non-life Insurance industry

• Experience conducting requirement gathering workshops with business stakeholders in Thailand

• Familiar with SQL, ETL, SSIS, Cloud Technology

• Experience working with Vendor for the support of technical development

• Non-life Insurance products and operation knowledge required

• Ideally exposure in multi-cultural, virtual environment and work remotely

Qualifications

• A bachelor’s degree in any fields

• Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.

• Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.

• Teamwork: Work cooperatively and effectively with others to set goals, resolve problem, and make decisions that enhance organizational effectiveness.

• Positively influence others to achieve results that are in the best interest of the organization.

• Builds coalitions among the various stakeholders; negotiates authority to move the project forward.

• Ability to interpret and collate relevant data

• Ability to work under extensive pressure and deliver efficient results on time

• Effective management and communication skills

• Ability to manage and prioritize works efficiency

• Builds coalitions among the various stakeholders; negotiates authority to move the project forward.

• Ability to interpret and collate relevant data

• Ability to work under extensive pressure and deliver efficient results on time

• Eliciting requirements

• Effective management and communication skills

• Ability to manage and prioritize works efficiency

• Responsible and committed.  Hard working and willing to work overtime as and when required

• Excellent analytical and problem-solving abilities to identify and fix issues

• Self-development

• Good attitude

• Service mind