- 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
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Application Support Engineer employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
