Support Engineer Sapiens MMH260708-13

Role Purpose

The Support Engineer is responsible for providing application support, configuration, maintenance, and issue resolution for Sapiens Insurance platforms. The role involves configuring business requirements, troubleshooting production issues, managing incidents, and ensuring optimal application performance while working closely with business users, development teams, and customers.

Requirements

Total Experience

• 5+ years

• 4+ years of experience in Application / Production / Configuration Support roles.
• 3+ years of hands-on experience with Sapiens Insurance platforms and product configuration.
• Experience in configuring business rules, workflows, products, and system parameters within Sapiens applications.
• Strong experience in incident management, service requests, root cause analysis, and production support activities.

Duties and Responsibilities

KEY ACCOUNTABILITIES/KRAs/KPIs

• Provide L2/L3 application support for Sapiens platforms and ensure timely resolution of production issues.
• Configure and maintain products, workflows, business rules, and system setups within Sapiens applications.
• Monitor application health and proactively identify potential issues affecting business operations.
• Analyse incidents, perform root cause analysis, and implement corrective and preventive actions.
• Collaborate with business users to understand requirements and implement configuration changes.
• Coordinate with development, testing, infrastructure, and vendor teams for issue resolution.
• Manage support tickets, incidents, service requests, and problem records while adhering to SLAs.
• Validate configuration changes and support user acceptance testing activities. Participate in release planning, deployment support, and post-release monitoring.
• Maintain detailed documentation of configurations, known errors, workarounds, and support procedures.
• Support data validation, reporting, reconciliation, and troubleshooting activities. Handle customer communications, status updates, and escalation management.
• Ensure compliance with organizational policies, support processes, and quality standards.

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• 346021306