Marsh McLennan
Location
Mumbai | India
Job description
Associate Director - IT Product Support
Marsh McLennan is seeking candidates for the following position based in the Mumbai/Pune office: What can you expect? · Work with industry leaders across different business lines to develop and mature support practice. · Will get the opportunity to work on cutting edge technologies. · Work with leading industry experts. · Great culture where every person’s opinion matters. · Constant Opportunity to learn, grow and implement. What is in it for you? · Opportunity to be a part of world’s leading insurance broker and risk management company. · A competitive salary, employee friendly policies, health care and insurance for you and dependents. · A respectful work environment that values healthy work-life balance. · Chance to be a part of a dynamic work culture that rewards innovation and collaboration. · Opportunity to gain experience about emerging risks and build expertise in the same. · Opportunity to work on consulting projects with multi-industry exposure. · Future career opportunities across a global organization · Curated training programs to bring up to speed with enhancing and building knowledge on Support management. We will count on you to: · Delivery management - Responsible for managing the Service Centre Support Function. · Stakeholder management and relationship building – ensure open communication and appropriate information sharing and build credibility to work effectively with various groups with varied and sometime conflicting priorities. · Business Analysis - Oversee the Analysis of Business Requirements. · Project Planning - Plan and manage project staffing needs, timeline schedules. · Ensures all Incident Management, Problem Management and Change management processes are adhered to in Application Support area. · Change management – ability to introduce, implement and manage all aspects of change with team and stakeholders, and communicate regularly and efficiently while complying with change management protocols. · Communicating and presenting – effectively communicate with stakeholders, securing approvals when needed. Keeping them abreast of progress and potential roadblocks, and present well-organized information to right people at right time. · Risk Management – analyze, anticipate, and mitigate risk factors and work with team and stakeholders to minimize risk. · Tracking – keep on top of all numbers and metrics to ensure an accurate picture of the current state. · People management – keeping the team members motivated and aligned in their work and ensuring quality results at each step within the project lifecycle. · Leading role in coordinating and managing the troubleshooting of issues in the software applications within the organization. · Assist the application supporting staff in solving application related issues for the end users. · Will also be responsible for providing foresight and bring in efficiencies to the current processes. · Manage Application Risk Compliance and manage internal and external audits. · The Application Support lead will apply ITIL methodology in the day-day project execution and follow the defined operating procedures for incident, problem and change management. · Prioritizes, manages, and monitors technical activities to meet client / user needs; Communicates effectively with the team to resolve conflicts and/or troubleshoot as required; Escalates issues as needed. · Oversees and reviews all technical activities of product support team and ensuring that appropriate procedures and processes are followed. · Recommends and leads process improvements where improvements can be made to increase efficiency. · Delivers service reports management summary. · Communicates with internal users of the support process. · Monitors technical activities to meet client / user needs; Communicates effectively with the team to resolve conflicts and/or troubleshoot as required; Escalates issues as needed. · Reviews all technical activities of product support team and ensuring that appropriate procedures and processes are followed. · Exposure to Major Incident Management Process for High Sev issues (Sev1/Sev2) · Recommends and leads process improvements where improvements can be made to increase efficiency. · Passion for delivering outstanding customer experience. · Understands and applies analysis tools/techniques, issue resolution skills and demonstrates strong knowledge of relevant factors in the industry. · Ability to navigate through multiple systems without assistance. · Desire to work in a fast-paced environment and make decisions quickly. What you need to have: · More than 15+ years of overall work experience. · Must have worked on Microsoft Dynamics 365 Sales, Marketing & Customer Service , Database, API, and Microsoft technologies. · Must have a good understanding of Insurance & Risk Management products configuration and support. · Technical background with hands-on support experience in the past. · Ability to lead a team and flexible to work in Shifts and on weekends. · ITIL V3 expert · Experience working with Asia Pacific and US Stakeholders would be a plus. What makes you stand out? · Excellent Stakeholder Management – someone who can build a positive working relationship with peers/management and work with diverse business and technical user groups. · Should be Assertive – Ability to confidently put forward views in diverse groups. · Continual improvement – should be able to demonstrate standard project management methodologies for continuous improvement. · Ability to resolve conflict – Must be able to facilitate discussion and alternatives or different approaches. Marsh McLennan (NYSE: MMC) is the world’s leading professional services firm in the areas of risk, strategy, and people. The Company’s 85,000 colleagues advise clients in 130 countries. With annual revenue of over $20 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses. Marsh advises individual and commercial clients of all sizes on insurance broking and innovative risk management solutions. Guy Carpenter develops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities. Mercer delivers advice and technology-driven solutions that help organizations redefine the world of work, reshape retirement and investment outcomes, and unlock health and wellbeing for a changing workforce. Oliver Wyman serves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visit marshmclennan.com, or follow us on LinkedIn and Twitter. Marsh McLennan is committed to embracing a diverse, inclusive, and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, caste, gender identity or any other characteristic protected by applicable law.Job tags
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