Ageas Federal Life Insurance - Chief Manager - IT Application Support

Role & responsibilities

1. Information security Management and IT Governance

- Managing Risk/Compliance/Audit & ensuring quality root cause analysis should be shared for operational incidents.

- Audit Queries should be responded on time and Timely closure of all actionable for Audit reports of respective area of work for Internal/External Audit, Cyber Security, etc

- Ensure Compliance with IRDA regulations, Software licencing agreements and compliance checklist.

- Regular Meeting with all stakeholders team wise for Production Tickets

- VAPT Point closure within Agreed timeline.

- Proactive communication to Stakeholders for delivery dates and slippage in delivery date if any.

- All Approval notes and Purchase Requests should be raised well in advance

2. IT Application Support Management

- Response should be within 4 hours of issues/ticket raised for P1 issues.

- Temporary resolutions of tickets at least temporary by 2 working days.

- Quality RCA should be done for critical issues in respective applications within 10 working days.

- Monitoring team productivity & ensuring resources are motivated considering BAU management is critical function.

All Approval notes and Purchase Requests should be raised well in advance

- Continuously work towards process improvement and adherence

- Manage integration services used in application integrations.

- Regular discussion with development team for resolution of critical production issues and sensitize the development team for the Items that are Slipped from development that caused issue in Production.

- Discuss with development team to Prioritised enhancements/Code fixes that is required for Smooth BAU support.

- Understand SOP documents received from development team that is required for BAU support.

- Connect with Infra team for immediate resolution of any infra issue faced during BAU support.

- Monitor EOD processes and Ensure EOD completion on time so that system can be released for BAU.

- Daily MIS, Commission Data/Reports and Other reports/Extracts, File transfers, Monthly MIS/Reports/Extract should be delivered within Agreed time.

- All communications, Emails, SMS should be triggered on time.

- Ensure Status/Resolution updated in Ticketing tool for each ticket.

- Ensure 100% Production system availability.

3. Defect Management

- Monitor the PRs that are being Tested by QA team.

- Follow-up with respective business team to Provide timely Sign-Off for test result of PRs

- Prepare Quality ITCM documents and ensure ITCM should be done for all Production PRs

- Validate and review configuration documents (code files, db scripts, application configuration documents) before deployment as applicable.

- Ensure necessary Approvals in place for PR deployment.

- Publish weekly report of PRs and Production Tickets.

4. Vendor Management

- Conduct regular Production Ticket Meeting with Vendor to prioritised critical tickets and track the progress of overall ticket resolution.

- Any critical issue raised within the day should be immediately communicated to the vendor for faster resolution.

- Encourage vendor to analyse tickets and categorized the tickets functionality wise so that area having highest ticket count can be analysed and corrective action can be taken to reduce ticket count in Production.

- Ensure receipt of SLA report for Production Tickets from Vendor on Monthly basis and validate the same.

- Collect detailed RCA from Vendor for ORMG Incidents and critical tickets.

- Guide vendors in system deployments and debugging of issues post deployment.

- Align vendor resources based on priority of tickets and availability of resources.

- Monitor vendor performance on periodic frequency.

Preferred candidate profile

- Graduate in Engineering or Post-graduate in IT/ Computer Applications / Science

- Post-graduation in Information Systems/ IT/ Insurance will be an advantage.

- 15+ years of experience in managing development and production support projects Like Life Asia, Group Asia, Ingenium, Elixir, etc

- Exposure towards integration with Workflow, CRM, BPMS, Portal Applications, Mobility, Analytics Reporting, SMS/Email and other integrations, EOD Batch support etc,

- Knowledge of technologies like HTML, React, Java, SQL Server, Oracle, Webservices, API, Microservices, AS 400, DB2, Cloud Basics etc would be an added advantage.

- Experience of working in Life Insurance industry will be preferred.

Priyesh Kachhatiya
HR