Job Description

As an Application Service Manager for Broking Technology within CRB Technology, you will be part of a strategic technology platform team who build, support and manage critical cloud solutions. You will be responsible for BAU application support ensuring business critical applications operate within Service Level Agreements. You will work closely with Service Management Leads and Vendors, both on and off-shore, to ensure the proper support of the client technologies.

The Role

• Ensure defined Application Service Management processes are followed for Incident, Problem and Change Management.
• Assist in the continued development of a support model focused on cloud-based applications.
• Accountable for managing and reporting key performance and application service management metrics.
• Gather/analyze business requirements and document key business and recovery processes.
• Resolution of technical issues as needed, and/or validate recommended technical solutions.
• Manage and report on Application and Service status including: service health, availability, adherence to SLA\xe2\x80\x99s, timely problem resolution, disaster recovery, performance and service change management.
• Accountable for relationship management, ensuring Vendors/Partners are meeting SLA\xe2\x80\x99s and escalating issues regarding performance to the Service Owners and Clients as required.
• Responsible for ensuring the service entry in the Service Catalogue (CMDB) is accurate, maintained and all documentation is always up to date.
• Responding to RFP and InfoSec requirements.
• Being primary coordinator for incident management resolution bridge calls.
• Works closely with colleagues to ensure their application functions as per agreed specifications.

The Requirements

• Substantial Application Support Service Management & Engineering experience with experience in cloud application support models.
• Experience with the Azure platform including Azure SQL, Applications Insights, Security Center etc.
• Excellent verbal and written communication skills, with the ability to effectively communicate business and technical information across all levels of the organization, sensitive to the needs of unique audiences
• Competent in facilitating meetings and monitoring action items to completion.
• Effectively use teamwork to positively contribute in high performing, results driven & collaborative team environment.
• Experience managing 3rd Party Vendor Support resources in a matrixed organization.
• Experience with International & Virtual Teams.
• Excellent technical analytical skills, especially in the insurance or financial service industries preferred.
• Exposure to multiple ticket management tools, i.e. ServiceNow, Jira, Remedy, etc.

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

Willis Towers Watson