IT Application Support Specialist

About FWD GroupFWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.For more information, please visit About FWD Life Philippines FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.For more information, please visit  1 > Statistics > Life > 2022 > Based on Paid-Up Capital2 > Statistics > Life > 2022 > Based on New Business Annual Premium EquivalentROLE CONTEXT: As IT Production Support• Incident Handling. Determines the criticality of the application issues and concerns.• Administrative. Keeps the ticket details updated; regularly verifies the incident status with the resolver and/or the customer (Employees / Agents / FSC).• Monitoring. Verifies the resolution is successful and completed. • Evaluation. Participates in Post Incident Review and Root Cause Analysis as required.• Incident Diagnosis. Troubleshoots, diagnoses and resolves problems related to applications.Incident Handling.  Determines the criticality of the incident.Identifies the responsible Queue/support group and assign the ticketRetains ownership responsibility until the ticket is assigned to the proper queue/support group.Assists in reassignment of misdirected incidents and escalating as needed.First level incident resolver.Determines and executes appropriate actions to restore service.Engage all resources, as necessary, to resolve the incident, including resources from FWD partners, external vendors or the FWD business units.Administrative.  Keeps the ticket details updated; regularly verifies the incident status with the resolver and/or the customer.Notifies the customer of the incident status as required.Maintains up to date and accurate records of resolution activities in the incident ticket.Completes all closure activities and confirms ticket data quality supports Problem Management.Maintains system escalation matrix.Documents problems and conversations to create a log that can be referenced by other technicians and for training purposes.Receives call and inquiries, provides support in accordance with established processes and document incidents and remedies.Monitoring. Verifies the resolution is successful and completed.Ensures the resolution is thoroughly documented on the incident ticket.Escalates complex incidents to second-level support personnel.Evaluation.  Participates in Post Incident Review and Root Cause Analysis as required.Timely submission of management reports.Join and work with technical support on knowledge transfer for future Level 1 direct supportIncident Diagnosis.  Troubleshoots, diagnoses and resolves problems related to applications.Continuous improvements:·       Participates in relevant workshops or forums·       Attend assigned/required training·       Assess own training needsundefinedRegularly performs self-assessment for performance check-inPerform other task assigned by the manager or supervisorExperience:Graduate of any 4-year Course preferably B.S Computer Science, B.S. in Information Technology or related field with computer applicationsAny relevant certification is an advantage: (such as but not limited to)PSMITILCloud Certifications (AWS/Azure Developer, AWS/Azure practitioner…etc.)With at least 5 years Insurance application / production support work experience undefinedKnowledgeable in Insurance business applications and processes is a mustKnowledgeable in MS Office applications, with Level 1 Applications / Systems troubleshooting,Preferably with Level 1 technical support such as diagnosing Tablet (Android and IOS), Laptop, knowledge in ServiceNow Applications, with experience in mobile device application support is an advantage.·       Multitasking and willing to Learn new skills & Proactive·       Punctuality and professionalism·       Organized and detail-orientedDemonstrate ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilitiesAbility to remain flexible during times of change and react to project adjustments and alterations promptly, efficiently and positivelyGood written and verbal communication, including technical writing skillsAbility to learn FWD's business process in a short period of time.Self-initiative and pro-active.With good organization skills and be able to work on multiple priorities/tasksEffective interpersonal skills and collaborative style to build teamworkCan work on-call/remote and should be flexible in a fast-paced dynamic environment with shifting roles and responsibilitiesPrivacy NoticeYour privacy is a priority for FWD.  The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.FWD has partnered with Talocity Instasolutions Private Limited ("Talocity") to manage the initial filtering of candidate's profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform.  The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy.When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process.  Shortlisted candidates will then be contacted by FWD for the face-to-face interview.