SecureNow Insurance Broker
Website:
securenow.in
Job details:
Role Overview
We are looking for a Team Lead in IT Support /QA. The role involves end-to-end ownership of system administration, cross-functional IT support across multiple proprietary platforms, new features testing, sign-off and production deployment coordination.
Key Responsibilities
System L1, L2 Support & Infrastructure Administration
- Incidence Management, Production Issues, escalation and Outages (L1/ L2). Resolve and respond to incidence management tickets in freshdesk/zohodesk or similar such incidence management tools.
- Ensure rapid restoration of critical business services. (ex. Portal Failures for Web, App and CRM, API integration issues, Customer Call Drops, Mail Delivery Failures, SMS and Whatsapp issues).
- Support with day-to-day issues (ex. eCard Uploads, Bulk emails, Portal Updates, duplicate data, user data correction etc)
- Handle Microsoft 365 Administration / Outlook email configuration issues and troubleshooting (e.g., password reset, access issues, data archival, Mailbox storage, email read issue resolution, email service domain updates) with the help of Vendors.
- Manage Production credentials and update access controls to Systems upon team member exits as per Organization Process.
Stakeholder & Vendor Coordination
- Serve as the primary IT point-of-contact between business teams and IT Vendors.
- Liaise with third-party vendors for Pricing, renewal and billing/invoicing matters.
- Coordinate escalations with Vendors for critical production issues. Opening Complaint request tickets, following up and conducting RCA for the same.
Product Testing Support
- Conduct thorough staging-environment testing of new features, bug fixes, and module enhancements across platforms.
- Issue formal sign-off emails to developers, authorizing production deployment after successful staging validation.
- Perform post-deployment sanity checks on production environments to verify feature integrity.
- Prepare and share detailed test case documentation (Excel-based) for feature validation.
Reporting & Data Analytics Support
- Generate and distribute ‘scheduled’ and ‘On-demand’ reports.
- Preparing scheduled internal reports in Excel sheet on a regular basis. Ex. Resource planning data, Attendance Data, CRM Data and Campaign Measurement data. ‘On demand’ reports such as Unassigned Leads, Clients, eClaims and Endorsement data.
- Follow up with the stakeholder/developer for data discrepancies.
- Define report logic and data filters for business-specific reporting requirements.
- Manage Data Archival as per Organization’s Process.
Skills & Competencies Required
- 1-2 Years overall experience in Incidence/Support/QA
- Strong understanding of Corporate Insurance Domain (Group Health, Marine, Professional Indemnity etc)
- Strong written & Verbal communication
- Proficiency in MS Excel and MS office tools.
- Working Knowledge of software tools similar to Mailchimp, Google Play (updating APKs), Apple App Store, Mandrill, Freshdesk, ValueFirst, MS365 & Super Receptionist
- Hands on experience with Vendor Co-ordination & Liaison
- Hands-on experience in QA / UAT (User Acceptance Testing)
- Hands on over latest AI tools such as Claude, NotebookLM and ChatGPT is a plus
- Working knowledge of Microsoft 365 ecosystem (Teams, Outlook, OneDrive, SharePoint)
- Experience with data extraction, reports and data migration
- Ability to prioritize and manage multiple concurrent tasks.
Click on Apply to know more.