About the job
Join our dynamic team at gsstech-group as an Application Support Engineer specializing in the insurance domain. In this role, you will be responsible for the management, monitoring, and troubleshooting of enterprise applications to ensure optimal performance. Your expertise will be crucial in identifying and resolving issues while providing top-notch technical support to both internal and external users. Knowledge of the insurance sector is essential, and experience in data migration will be an advantage.
Key Responsibilities:
- Deliver day-to-day application support for users, both internal and external.
- Diagnose and resolve technical issues related to application performance, user access, and functionality.
- Address Level 2 (L2) and Level 3 (L3) support tickets within the defined Service Level Agreements (SLAs).
- Collaborate with vendors and internal teams for bug identification, testing patches, and managing the deployment of updates in production environments.
- Utilize SQL queries to extract data, generate reports, and perform data corrections as necessary for troubleshooting.
- Maintain comprehensive documentation in the Knowledge Base for common issues, system configurations, and standard operating procedures (SOPs).
- Conduct Root Cause Analysis and in-depth investigations into recurring system failures to propose long-term solutions.
- Monitor application performance and carry out regular health checks.
- Develop and maintain documentation related to application procedures, troubleshooting steps, and best practices.
- Assist in software upgrades, patches, and migrations as required.
- Escalate unresolved issues to development or infrastructure teams as needed.
- Ensure adherence to IT policies, security protocols, and data protection regulations.
- Provide training and support to end-users to enhance application usage.

