Support Engineer

Subhujo Technologies; Navi Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Subhujo Technologies is seeking an experienced L2/L3 Application Support professional to manage Sapiens platforms in Navi Mumbai. The role focuses on configuring workflows, monitoring health, and resolving production issues to ensure smooth business operations.

You will collaborate with business users, coordinate with cross-functional teams, and manage tickets and changes while following SLAs. Strong knowledge of SQL, ServiceNow, and JIRA is required.

Qualifications

• Hands-on experience with Sapiens configuration and support activities.
• Strong understanding of insurance business processes and policy lifecycle management.
• Experience in application production support and incident management.
• Knowledge of workflows, rule configuration, and product setup within Sapiens platforms.
• Working knowledge of SQL for troubleshooting and data validation.
• Experience with ServiceNow, JIRA, or equivalent ticket management systems.
• Understanding of release management, deployment, and change management processes.
• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication skills.

Responsibilities

• 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.

Skills

Sapiens configuration

Incident management

SQL troubleshooting

Stakeholder communication

Change management

Ticket management

Tools

ServiceNow

JIRA

Job description

Role & responsibilities

• 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.

Preferred candidate profile

• Hands‑on experience with Sapiens configuration and support activities.
• Strong understanding of insurance business processes and policy lifecycle management.
• Experience in application production support and incident management.
• Knowledge of workflows, rule configuration, and product setup within Sapiens platforms.
• Working knowledge of SQL for troubleshooting and data validation.
• Experience with ServiceNow, JIRA, or equivalent ticket management systems.
• Understanding of release management, deployment, and change management processes.
• Strong analytical and problem‑solving skills.
• Excellent stakeholder management and communication skills.
• Ability to work in rotational shifts and support critical incidents when required.