AVP Application Support

Major Responsibilities:

• Prepare Application Maintenance and administration strategy including a progressive model for insurance industry.

• Business planning and budgeting for application management for multi-year contracts

• Grow the revenues and margins, support sales team for acquisition of new business, prepare proposals and costing models.

• Defining and reviewing the processes for transition, onboarding and maintenance of planned/ unplanned applications.

• Ensuring accurate revenue forecast, maintaining margins, ensuring on time and accurate reporting, bring down the cost of delivery through automation and new tools/technologies implementation

• Continuous improvement on service delivery and enhancing efficiency.

• Planning and managing member assignment to ensure people utilization as per BU target, identifying key dependencies/members/roles and maintaining risk mitigation plan, ensure low attrition and high member satisfaction.

• Sustain and Build a High-Performance Service Delivery culture.

• Shaping, innovating, developing and/or improving CandelaLabs’s services and solutions for client benefit & CandelaLab’s profitable growth.

• CSAT : Year by Year improving CSAT Score including Customer Retention and Customer Delight

• Managing conflicts, risk associated with Delivery

Key Performance Indicators (KPIs): • Consistent growth in revenues and sales booking

• Continuous improvement of Service Delivery Model

• High ratings for customer satisfaction

• Talent retention & Employee Satisfaction

Minimum Required Technical Skills / Qualifications

Knowledge, Training - Strong expertise in business planning and managing an independent P&L business unit

- Planning and designing multi-year contract and bringing efficiency for application management

- Hands on experience in setting up shared service center for application management and managing a big team.

- Expertise in following types of application is preferred †Sales portal, Customer Portal, API Gateways, Mobile Applications, Application Integration using Enterprise Service Bus, Business Process Management and Case Management

- Understanding of following technologies †DevOps, Java/ J2EE, ReactJS/AngularJS, Mobile Application Frameworks, APIs, ESBs and BPM

- Expertise in onboarding new client for application management based on SLA

- Acquire talent for building a team for application management

- Strong experience in managing command center setup and operations for critical application

- Setting up multi-tier team for L1, L2 and L3 for issue management and problem resolution