Swiss Re Group is looking for an Application Support Engineer II to provide second-level user support in a global landscape. You will be primarily supporting our Corporate Solutions business users in North America, Latin America, or EMEA. Your core mission is to monitor and manage applications globally to maximize availability, manage incidents and problems, and restore service as quickly as possible.
What You'll Do
- Provide support through Incident Management, including identifying, analyzing, and correcting incidents to prevent recurrence.
- Provide technical analysis of a broad, integrated application landscape to support the user community.
- Prepare to take support over from Development Teams through knowledge transfer, documentation, and application of learnings.
- Monitor the health of applications, taking steps to rectify performance degradation, including coordination with other teams and performing technical actions like server restarts.
- Provide Problem Management oversight, analyzing and coordinating with other teams until problems are fully resolved.
- Interact with users and members from other teams via email, instant messaging, and phone calls to resolve incidents and build a network.
- Propose System Improvement Candidates to reduce ticket volume and increase customer experience.
- Act as a role model and mentor to other team members, handling complex incidents and leading support for complex applications.
- Be responsible for occasional project work assigned by the Regional Lead.
What We're Looking For
- Ability to speak and write English fluently.
- Minimum of 5 years of professional experience in an equivalent position.
- Excellent written and verbal communication skills.
- Customer and people relationship skills.
- Business acumen and mindset with a foundational understanding of business and how IT supports business goals.
- Highly motivated individual who can think analytically and is enthusiastic to learn new things quickly.
- Ability to complete work independently or in cooperation with others.
- Organized and able to work effectively under tight deadlines.
- Technical aptitude and mindset, understanding fundamentals of software development and willingness to learn specific technical skills.
- Ability and willingness to transfer knowledge and experience to colleagues.
- Actively offer assistance to others and seeks opportunities to help colleagues.
- Demonstrates willingness and initiative to seek new knowledge and tasks, question current processes, and suggest improvements.
Nice to Have
- Obtained a four-year college degree or equivalent is highly preferred.
- Knowledge of Commercial Insurance is a plus.
- Ability to identify root cause of issues in a cloud-based environment is a plus.
Team & Environment
You will join a globally distributed team environment and report directly to a Regional Lead.
Work Mode
This is a global role within a distributed support team.
