Lead Support Engineer - Policy

Lead Support Engineer - Custom Policy

The Lead Support Engineer, Technical Support will be responsible for identifying, analysing, and correcting data discrepancies related to policy records within the system. The individual will collaborate with cross-functional teams including core policy, custom policy, development, Operations, QA to ensure policy records are accurate and up to date. This role is crucial for maintaining data integrity and supporting effective policy implementation and decision-making processes.

Roles and Responsibilities:

• As part of the Technical Support Triage Team, you will be responsible for analyzing production support cases and concluding the triaging part with the clear action plan.
• Preparing data patches for the required cases and releasing it to customer following the release process.
• Lead and create Root Cause Analysis for high severity cases.
• Perform in-depth analysis for reported cases, drive them towards permanent code-fix while providing appropriate evidence and documentation.
• Provide proper case documentation, creation of knowledge base articles for new or repeated issues.
• Be part of customer call with a goal to drive the technical discussions and articulate issues, proposed solutions and timelines.
• Exhibit excellent oral/written collaboration with customers and within internal team members
• Collaborate and communicate with clients for requirement gathering.
• Actively involve in code walk through and review sessions with the development team.
• Pro-actively identify and escalates issues based on priority and business impact.
• Address critical incidents within SLA & suggest workarounds following the Production Support processes.

Required Skills:

• Strong knowledge of Java/J2EE, JSP Servlet, Web Service, REST, SOAPUI.
• Strong knowledge of developing SQL, PL/SQL stored Procedures, packages and functions.
• Working experience of XML, HTML.
• Working knowledge of Spring, Hibernate, Micro Services.
• Participated in code reviews, unit test plan reviews, and other quality reviews.
• Functionality development/design implementation experience - Insurance functional domain experience is a huge advantage.
• Understanding the requirements and preparing technical function specification documents.
• Analytical thinking, data analysis and logical understanding of functional code is a must have.
• Willingness to learn new tools/frameworks (Majesco proprietary and Open Source).

Qualifications:

• Bachelor's degree in information technology with 7+ years working experience.
• Proven experience in data management, data analysis, or related roles, preferably with Property & Casualty Insurance background.
• Ability to work under tight deadlines and manage multiple tasks simultaneously.
• Excellent written and verbal communication skills; ability to simplify and communicate technical issues.
• Ability to work in a remote environment.
• Ability to document analysis using tools like ServiceNow, Jira and Confluence.

What Majesco Offers:

Majesco is committed to equal pay and transparency. The annual base salary range for this position is $80,000 - $105,000.

Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Majesco considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as market and business considerations when making compensation decisions.

At Majesco, we offer a comprehensive employee benefits package with most coverage starting on day one. Our benefits package includes, but is not limited to: Medical, dental & vision insurance; employer-funded HSA coordinating with a high-deductible health plan; FSA; short-term/long-term disability; Life/AD&D insurance; 401(k), flexible time off, paid sick days & 11 paid holidays; paid parental/bonding leave; career anniversary leave, and other voluntary benefits.