Application Support Engineer

• Troubleshoot and resolve complex issues
• Monitor and measure the success of the incident management process
• Drive continuous service improvement toward operational excellence
• Develop robust Incident Management processes for effective customer Incident and Problem Management
• Lead incident resolution to ensure a responsive service
• Resolve system messaging issues
• Perform post-incident reviews
• Maintain metrics and reporting demonstrating operational performance of Incident and Problem Management processes
• Educate teams on Incident and Problem Management best practices
• Drive innovation and quality to improve operational efficiency
• Communicate effectively and manage stakeholders to drive operational excellence
• Perform administrative tasks and other related duties as required

Requirements

• University degree plus 3+ years of relevant work experience
• Experience working in a client-facing technical support role
• Logical and systematic approach to problem resolution across a broad spectrum of technologies
• Experience with Microsoft SQL Server in a production environment
• Sound knowledge of constructing SQL queries
• Competency with Microsoft SQL Server Management Studio
• Practical knowledge of Windows desktop/server environments
• Knowledge of Internet Information Services (IIS), including application pools, website bindings, and server certificates
• Well-developed analytical, quantitative, and problem-solving skills
• Excellent verbal and written communication skills
• Ability to communicate technical information in non-technical language to users
• Ability to quickly pick up and interpret technical information
• Collaborative mindset with a focus on teamwork while managing multiple competing priorities
• Insurance services experience considered an asset, particularly Lloyds of London market experience
• ITIL experience is a bonus
• Azure experience welcome
• Emotional intelligence and flexibility are valuable in this role

Core Competencies

Demonstrates expertise in Incident and Problem Management processes, with a strong focus on operational excellence and continuous service improvement. Proficient in Microsoft SQL Server and capable of effectively communicating technical information to diverse stakeholders.

Highest-signal resume keywords

• Incident Management Process Development
• Microsoft SQL Server Experience
• SQL Query Construction
• Analytical Problem-Solving Skills
• ITIL Knowledge

ATS Optimization Keywords

Hard Skills

• Incident Management
• Problem Management
• SQL Query Construction
• Windows Desktop/Server Environments
• Internet Information Services (IIS)
• Post-Incident Review
• Operational Performance Metrics
• Continuous Service Improvement
• Technical Support
• Azure Experience

Soft Skills

• Effective Communication
• Collaborative Mindset
• Emotional Intelligence
• Flexibility
• Teamwork

Certifications & Qualifications

• ITIL Certification

Industry Keywords

• Insurance Services Experience
• Lloyds of London Market Experience

Tools & Technologies

• Microsoft SQL Server Management Studio
• IIS Application Pools
• Website Bindings
• Server Certificates