Specialist Application Support

Job Description

Our PurposeTo create economies of scale for common functions, improve productivity, reduce unit costs, and enable Sun Life to make more effective investments in technology.By working in a collaborative mode with the Sun Life business partners, Asia Service Centre seeks to extend the Clock, the Dollar and provide Scalability.Our Strategic Objectives (what is to be achieved)Contribute to growthCustomer focused executionIncrease efficiency and effectivenessEnsure effective governanceInnovate for business valueMaximize our people capabilitiesOur CultureAt Sun Life India Service Centre, we are committed to Sun Life Financial value system.We value our employee relationships. We offer long term associations and invest resources to provide opportunities to develop professional, technical and management skills.We view our employees as catalysts in building success. We invite our employees to play a part in delivering better business processes and solutions to help Sun Life business partners become high-performance businesses.At Sun Life India, we provide safe, stable working conditions and a supportive working environment.We respect diversity of individuals and recognize that diverse cultures and backgrounds make Sun Life a great place to work.Sun Life India builds relationships of mutual trust, in accordance with our global practices and strives to be an organization in which individuals can demonstrate their abilities fully, grow professionally and have pride.Role SummaryResponsible for providing production Support and assist in solving issues encountered in the supporting applications. Should have working experience on writing queries in SQL, Basic understanding of scripting languages, HTML and knowledge to do initial level of analysis. The individual will be involved in Change management, requirement Gathering, incident management, Health Check-ups & implementation of new changes in the application.AccountabilityCore ResponsibilityDeliveryHands on solutioning for E-Business applications support for the Businesses working in digital applications.Act as a L1/BA and co-ordinate between the Business and the Developers to resolve complex problems and implement best practices.Acts as point of contact for E-business JIRA tickets and IncidentsManage system development requirements and coordinate on JIRA & HPSM tickets .Follows up on outstanding Change tickets and provides timely status reports to the delivery manager or application lead.EligibilityMinimum QualificationBachelors in Technology (B.Tech) or equivalent program.5+ years of progressive information technology experience in application Support and maintenance.CompetenciesMandate SkillsMinimum experience of 5 years in production support/Tools Support or Techno functional analyst.Basic Understanding of ITIL process functional implementation domain.Basic understanding of Software development life cycle.Experience of handling production support + Change Management.Good Communication skills and Experience of interacting with clients of different Nationalities.Preferred skillsHands on Experience on the HTML and Scripting languages.Understanding of ticketing tools like JIRA, HPSM or similar.Experience on Web based applications using JAVA or Dot Net.Basic knowledge of Business Analyst work like requirement gathering, Estimation techniques, Stakeholder management etc.Behavioral skillsMandate SkillsCollaborates effectivelyDrives collaboration among team members in his/ her functionPresenting a supportive, united front when appropriate.Communicates ConfidentlyCommunicates crisply and candidlyCommunicates effectively across audiences (reporting managers, peers, business partners)Balances talking and listening to foster candid dialogueFocuses on the CustomerRaises concerns and recommends potential solutions for those processes that negatively impact the customer service experience or the fair treatment of customersHelps employees understand the impact of their work on the customer/ clientOrganizes own work to meet agreed upon deadlinesFocuses on surfacing underlying customer issues / concerns and identifying root causesTakes AccountabilityTakes steps to understand decision making processes and procedures uses this understanding in developing work plansEscalating issues or redirecting enquiries in a timely and efficient fashion.Following up with customers when we say we will and delivering on our commitmentsWorks under general supervision on day to day matters.Understands our BusinessEnhances understanding about the business of SLF (e.g. products and services, org structure, key competitors)Understands how his/her role relates to the Business Unit/ Functions objectivesSelf starter A confident, self-starter who can completely own delivery (both project and operations) and can work independently as well as being a strong team playerTrust - Ability to work in an open culture with a positive approachFlexibility Ability to accept change, agility,

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