Job Description
Role & responsibilities
• Provide L2/L3 application support for Sapiens platforms and ensure timely resolution of production issues.
- Configure and maintain products, workflows, business rules, and system setups within Sapiens applications.
- Monitor application health and proactively identify potential issues affecting business operations.
- Analyse incidents, perform root cause analysis, and implement corrective and preventive actions.
- Collaborate with business users to understand requirements and implement configuration changes.
- Coordinate with development, testing, infrastructure, and vendor teams for issue resolution.
- Manage support tickets, incidents, service requests, and problem records while adhering to SLAs.
- Validate configuration changes and support user acceptance testing activities. Participate in release planning, deployment support, and post-release monitoring.
- Maintain detailed documentation of configurations, known errors, workarounds, and support procedures.
- Support data validation, reporting, reconciliation, and troubleshooting activities. Handle customer communications, status updates, and escalation management.
- Ensure compliance with organizational policies, support processes, and quality standards.
• Hands-on experience with Sapiens configuration and support activities.
• Strong understanding of insurance business processes and policy lifecycle management.
• Experience in application production support and incident management.
• Knowledge of workflows, rule configuration, and product setup within Sapiens platforms.
• Working knowledge of SQL for troubleshooting and data validation.
• Experience with ServiceNow, JIRA, or equivalent ticket management systems.
• Understanding of release management, deployment, and change management processes.
• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication skills.
• Ability to work in rotational shifts and support critical incidents when required.
Preferred candidate profile
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