Lead Support Engineer - Billing

Lead Support Engineer - Billing

The Lead Support Engineer will be responsible for implementing and maintaining Majesco Insurance products that uses ICD/ICM toolkit framework as the development framework. ICD/ICM is a Majesco's proprietary framework. Majesco has built this framework in house, using Java and many open-source software. The ICD/ICM is a low code development platform which provides environment for developers to create application software through graphical user interfaces and configuration instead of traditional computer programming.

Roles and Responsibilities:

• As part of the Technical Support Triage Team, you will be responsible for analyzing production support cases and concluding the triaging part with the clear action plan.
• Preparing data patches for the required cases and releasing it to customer following the release process.
• Lead and create Root Cause Analysis for high severity cases.
• Perform in-depth analysis for reported cases, drive them towards permanent code-fix while providing appropriate evidence and documentation.
• Provide proper case documentation, creation of knowledge base articles for new or repeated issues.
• Be part of customer call with a goal to drive the technical discussions and articulate issues, proposed solutions and timelines.
• Exhibit excellent oral/written collaboration with customers and within internal team members.
• Collaborate and communicate with clients for requirement gathering.
• Actively involve in code walk through and review sessions with the development team.
• Pro-actively identify and escalates issues based on priority and business impact.
• Address critical incidents within SLA & suggest workarounds following the Production Support processes.

Required Skills:

• Strong knowledge of Java or equivalent Object-oriented programming language.
• Strong knowledge of developing SQL, PL/SQL stored Procedures, packages and functions.
• Knowledge of Web Services (SOAP, REST etc.) and API related integrations.
• Participated in code reviews, unit test plan reviews, and other quality reviews.
• Functionality development/design implementation experience - Insurance functional domain experience is a huge advantage.
• Understanding the requirements and preparing technical function specification documents.
• Analytical thinking, data analysis and logical understanding of functional code is a must have.
• Willingness to learn new tools/frameworks (Majesco proprietary and Open Source).

Qualifications:

• Bachelor's degree in information technology with 7+ years working experience.
• Experience working with Majesco Property & Casualty or similar insurance-related solutions.
• Proven experience in data management, data analysis, or related roles, preferably with Property & Casualty Insurance background.
• Ability to work under tight deadlines and manage multiple tasks simultaneously.
• Excellent written and verbal communication skills; ability to simplify and communicate technical issues.
• Ability to work in a remote environment.
• Ability to document analysis using tools like ServiceNow, Jira and Confluence.

What Majesco Offers:

Majesco is committed to equal pay and transparency. The annual base salary range for this position is $80,000 - $105,000.

Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Majesco considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as market and business considerations when making compensation decisions.

At Majesco, we offer a comprehensive employee benefits package with most coverage starting on day one. Our benefits package includes, but is not limited to: Medical, dental & vision insurance; employer-funded HSA coordinating with a high-deductible health plan; FSA; short-term/long-term disability; Life/AD&D insurance; 401(k), flexible time off, paid sick days & 11 paid holidays; paid parental/bonding leave; career anniversary leave, and other voluntary benefits.