IT Technical Support Coordinator_ Product Support

Company:MMC Corporate

Description:

Marsh McLennan Asia Business Services (MMABS) is seeking candidates for the following position at Kuala Lumpur, Corporate Tower:

IT Technical Support Coordinator

What can you expect?

• Unparalleled opportunity to join our dynamic Technical Support team
• A strong support network that is committed to help you succeed and fulfil your potential
• Exceptional training and development initiatives as well as exposure to a wide range of learning avenues
• Access to Employee Resource Groups that provide mentorship opportunities

What is in it for you?

• Career Development and Training Opportunities
• Participate in regional projects

We will count on you to:

• Helps to investigate, triage, diagnose and resolve issues, working with clients (primarily internal, occasionally external), other IT departments and suppliers as appropriate; Helps to provide support until tickets are resolved.
• Assists in troubleshooting activities to resolve complex issues reported by users, as well as troubleshoot system-triggered alerts and triage issues to the appropriate technology groups.
• Supports business critical applications; ensures monitoring is in place, identifies and reports on service issues, and formulates proposals for problem resolutions and/or improvements.
• Supports complex change management processes (i.e. Software Development Lifecycle and Change Management).
• Ensures appropriate support documentations are completed and maintained.
• Arranges, schedules, and coordinates resources and activities for client specific requests.
• Perform training, troubleshooting and repair application service issues
• Respond to incidents within SLA or within a timely manner with appropriate level of urgency, and follow up with business users on all issues
• Escalate incidents and questions to appropriate development and cross functional support groups
• Ensure all service feedback and updates are provided in a timely manner to all stakeholders
• Support application verification during events such as infrastructure changes and software releases
• Use corporate incident management system to record and track all support work
• Assist in ad-hoc projects and tasks on behalf of the team

What you need to have:

• At least 3-8 years of relevant experience in product support or in a similar role
• Strong application support experience in insurance domain applications and user issues resolution on Policy/Proposal/Client/Insurers/Billing etc
• Good general knowledge of standard computer software
• Excellent verbal and written communication skills
• Superior customer service skills
• Ability to independently plan, organize and prioritize one’s own activities
• Ability to train both business colleagues and cross functional colleagues
• Ability Communicate with cross functional colleagues for faster resolution of issues
• Knowledge of Oracle PL/SQL
• Ability to analyze and resolve batch feed related issues
• Ability to reproduce issues in lower environment and provide workaround / solution to users
• knowledge on CITRIX based applications is added advantage
• Knowledge on EOD/EOM process/activities is added advantage

What makes you stand out:

• Willingness to learn, possess a positive attitude and able to work in a fast-paced environment
• Self-motivated, highly organized, resourceful and meticulous
• Proficient in insurance domain applications
• Ability to multi-task and work well under pressure
• Ability to work independently as well as within a team

Marsh McLennan (NYSE: MMC) is the world’s leading professional services firm in the areas of risk, strategy and people. The Company’s more than 85,000 colleagues advise clients in over 130 countries. With annual revenue of $23 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses. Marsh provides data-driven risk advisory services and insurance solutions to commercial and consumer clients. Guy Carpenter develops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities. Mercer delivers advice and technology-driven solutions that help organizations redefine the world of work, reshape retirement and investment outcomes, and unlock health and well being for a changing workforce. Oliver Wyman serves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visit marshmclennan.com, or follow us on LinkedIn and X.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person