Manager, Support Engineering

Job Description

Manager, Support Engineering

At Majesco, we believe in connecting people and business to Insurance in ways that are Innovative, Hyper-Relevant, Compelling and Personal. We bring together the brightest minds to build the future of Insurance; a world where Insurance makes life and business easier, more connected, and better protected.

If you are passionate about the power and possibilities that cloud technologies have unleashed and are looking to deliver transformative and innovative solutions that transform the customer experience, come join us!

Majesco is seeking a Manager, Support Engineering for our L&AH market segment. You will work closely with subject matter experts & architects to help create a strong & predictable production experience for our L&AH customers. Majesco has been identified in the ‘Visionary’ Quadrant as per Gartner’s report for L&A Product vendors in North America and the customer’s production experience is a big part of it.

All About the Role:

• Single point owner for the end-to-end production experience of the customer and accountable for the outcome in terms of application availability SLAs, number of incidents reported, turnaround time and aging of the tickets, upgrades and ongoing enhancements
• Ensure SLAs for all ticket responses and resolution are met based on the severity & priority
• Work with the triage team to ensure a strong backlog is created with details that increase the ticket delivery velocity and reduce the reopens
• Work with the triage team in Majesco and customer contacts as needed to provide clear technical RCAs and ensure alignment
• Build and lead high performance support engineering teams to build a high-performance customer experience model across all products within L&AH.
• Work with the product & services teams to stay current with the latest releases and set pre-requisites for transition to the support organization
• Create a strong release management process, understanding of the environments and promotion process for releases before taking them to production. Work with the product team to setup the upgrade and CI/CD process automation for error free deployments.
• Proactively analyze trends in the support ticket resolution, patterns of tickets coming in, whether fixes are related to product or customizations
• Work and educate the customers if there are user issues to proactively eliminate false positives and identify opportunities for putting additional checks in place
• Create and track tool driven dashboards to have a holistic & detailed view of any development risks, quality concerns, misses and delays ensuring these are identified early and mitigate
• Provides leadership and motivation by establishing clear expectations, mentoring, and coaching employees to achieve Majesco Global Support goals.
  
  

What You will Bring:

• Energy and Passion to not just deliver the production fixes and improvements on time with quality but in a predictable & repeatable manner
• Automation, Left-shift and First-time-Right mindset and cultivate same values through the team.
• Highly technical expertise combined with organizational and leadership skills to manage technology-led innovative software and lead technical team for engineering excellence
• Data-driven mindset – Collecting relevant metrics and drive insights for incremental improvements to excel team’s performance and overall contribution.
• Proactive culture that spots patterns and trends to get ahead of problems and learning from issues to limit future exposure.
• Excellent communication skills with the ability to connect, interact with senior leaders / executives and other teams with ease and clarity of thought
• Strategic mindset to decision making and a design first through process in all areas.
• Global accessibility as well as the ability to seamlessly work with remote teams
• A Team player collaborating and sharing learnings with peers for cross-pollinating and adopting new approaches and processes.
  
  

All About You:

• Minimum 15+ years of industry experience, including 10 years in product development and/or support, preferably Insurance domain. Experience in leading product development/support teams with an understanding of budgets, timelines, business impact in addition to the overall software development lifecycle and principles.
• Hands on development experience & working knowledge in multiple high-level languages such as Java, JavaScript, Hibernate, complemented with a strong desire to learn and grow with multiple technologies.
• Minimum experience of 5 years in leading development or support teams while working with customer service platforms and ticketing systems
• Strong understanding of releases, branches, merging and conflict resolution as well as seamless upgrades. Engage with release engineering teams for release and branching strategy.
• Proven experience of working in high volume, large customers in production situations.
  
  

Other Qualifications:

• Engineering degree or bachelor's degree (or global equivalent) in Computer Science or related field
• Solid understanding of the North American insurance marketplace and business processes is a bonus