Support Engineer Sapiens

Momentum Services; Navi Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Momentum Services in Mumbai seeks a Support Engineer to handle Sapiens platform configuration and production support. You will resolve production issues, configure workflows and system settings, and work with business users to implement changes.

Strong incident management, SQL and tooling skills are required to ensure reliable operations across global clients. You will collaborate with cross-functional teams, manage tickets per SLAs, and participate in releases and post-release validation while

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.

Skills

Sapiens configuration

Production support

Incident management

SQL

ServiceNow/JIRA

REST APIs

Tools

ServiceNow

JIRA

Job description

The founding of Metropolitan dates to as early as 1898 and Momentum traces its roots to being established in 1966. Momentum Group was formed from the merger of Metropolitan and Momentum, two sizeable and diverse insurance-based financial services companies in South Africa and was listed on the Johannesburg Stock Exchange on 1 December 2010.

In order to grow its international footprint and diversify its revenue streams, Momentum Group actively pursues financially viable opportunities across the world. Aditya Birla Health Insurance Company Limited, a joint venture with Aditya Birla Capital Limited, was incorporated in 2015 and was our first expansion into India.

Having experienced India first-hand as a hub of both talent and opportunity, we set up Momentum Services in 2017, a wholly-owned Mumbai-based global in-house centre to leverage IT, ITES and Business support services to all our businesses worldwide.

Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.

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

Relevant Experience

• 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 & 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.

Mandatory Skills:

• 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.

• Preferred Skills:
• Experience with insurance domain implementations.
• Exposure to Sapiens Policy Administration Systems (PAS).
• Knowledge of REST APIs, integrations, and middleware components.
• Familiarity with cloud environments and DevOps practices.
• ITIL Foundation certification.

Behavioral Competencies

• Strong process orientation and attention to detail.
• Excellent communication and customer-facing skills.
• Strong analytical thinking and troubleshooting capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Collaborative team player with strong interpersonal skills.
• Proactive, self-motivated, and ownership-driven approach.
• Ability to work under pressure and manage escalations effectively.