Application Support Engineer

Your Responsibilities

Our IT Team have an opportunity for an Application Support Engineer to join the team.

You would be responsible for providing second-line support and ongoing operational management of various insurance policy administration and related business systems.

The role acts as a key point of contact between business users, product owners, and technology teams to ensure systems operate effectively, incidents are resolved promptly, and colleagues are enabled to make the most of the technology available to them.

The position combines application support, user enablement, training, and active participation in technology and change initiatives. The role is critical in ensuring stability, continuous improvement, and successful adoption of key broking and insurance systems across the business.

Key responsibilities include

• Providing second-line application support across broking, policy administration, and insurance applications ensuring timely diagnosis, resolution, and escalation of incidents and problems.


• Monitor system performance, availability, integrations, and data integrity, proactively identifying and addressing issues.


• Investigate root causes of recurring incidents and work with third-line support, vendors, and internal technology teams to implement permanent fixes.


• Act as a key liaison between business users, product owners, technology teams, and vendor support services.


• Translate business issues and requirements into clear technical or functional information for investigation and resolution.


• Communicate incident status, resolutions, risks, and system updates effectively to stakeholders.


• Build strong working relationships with system vendors, delivery partners, and operational teams.


• Participate in technology and business change projects, including upgrades, integrations, data migrations, and application enhancements.


• Support user acceptance testing (UAT), regression testing, and release activities.


• Assist with data validation, migration activities, and post-implementation support.


• Ensure systems are supported in line with internal policies, regulatory requirements, and vendor agreements.


• Support audit, compliance, and data protection activities relating to insurance and broking platforms.


• Adhere to IT Service Management (ITSM) processes, including incident, problem, change, release, and access management.

Qualifications

You should have:

• Proven experience in a second-line application support role within a complex enterprise systems environment.


• Experience supporting insurance, broking, or financial services applications.


• Knowledge of London Market and General Insurance operations.


• Strong understanding of application support processes and IT service management frameworks.


• Experience working directly with business users, third-party vendors, and support providers.


• Ability to support system changes, releases, upgrades, and project activities.


• A Degree in Information Technology, Computer Science, Business Information Systems, or a related discipline, or equivalent practical experience.

Desirable skills

• Hands-on experience supporting DXC Assure Broking platform and/or Brokasure Enterprise.


• Experience with insurance data structures, reporting tools, and system integrations.


• Exposure to Agile, Waterfall, or hybrid delivery methodologies.


• Experience with policy administration, customer relationship management (CRM), and finance/integration platforms.


• Working knowledge of Acturis or other insurance management systems.


• ITIL Foundation or other relevant IT service management certifications desirable