Support Engineer Lead – P&C Insurance Applications
Role Summary
The Support Engineer Lead is responsible for leading and optimizing application support services for Property & Casualty (P&C) insurance business applications. This role ensures high availability, performance, and stability of critical insurance platforms across policy, billing, claims, and integrations. The Lead acts as a bridge between business stakeholders, operations, and technology teams, driving incident resolution excellence, continuous improvement, and operational maturity.
Key Responsibilities
Support Leadership & Operations
- Lead L1/L2/L3 application support for P&C insurance systems, ensuring adherence to SLAs, OLAs, and KPIs
- Own major incident management (P1/P2), including triage, root cause analysis, stakeholder communication, and post-incident reviews
- Establish and enforce standard support processes (ITIL-aligned), including incident, problem, change, and release support
- Provide 24x7 production support oversight (directly or via on-call rotation)
Technical Troubleshooting & Engineering
- Perform advanced troubleshooting across application, middleware, database, and integration layers
- Analyze logs, batch jobs, APIs, message queues, and interfaces to identify root causes
- Partner with development teams to drive permanent fixes and reduce recurring incidents
- Support cloud and on‑prem environments, including performance monitoring and capacity planning
Stakeholder & Client Management
- Serve as the primary escalation point for business, IT, and client stakeholders
- Communicate incident status, trends, and corrective actions clearly to both technical and non-technical audiences
- Build strong working relationships with development, infrastructure, vendor, and business teams
Continuous Improvement & Automation
- Identify opportunities for automation, self-healing, and proactive monitoring
- Drive reduction in incident volume through problem management and preventive controls
- Contribute to operational readiness for releases, upgrades, and new implementations
- Maintain and evolve runbooks, SOPs, and knowledge articles
Team Leadership & Mentoring
- Mentor and guide support engineers, promoting technical depth and insurance domain knowledge
- Assist with onboarding, training, and performance coaching
- Foster a culture of accountability, collaboration, and continuous learning
Required Qualifications
Experience
- 12+ years of IT application support experience, with at least 3 years in a lead or senior role
- Strong experience supporting P&C insurance systems in production environments
- Experience working in ITIL-based support models
Technical Skills
- Strong understanding of enterprise application architectures
- Hands-on experience with:
- .NET-based applications
- APIs and integrations (REST/SOAP, MQ, ETL)
- SQL and relational databases
- Monitoring and logging tools (DataDog.)
- Exposure to cloud platforms (AWS) preferred
Functional & Domain Skills
- Solid understanding of P&C insurance concepts, terminology, and workflows
- Ability to translate business impact into technical resolution strategies
Soft Skills
- Strong leadership and decision-making under pressure
- Excellent written and verbal communication skills
- Client-facing mindset with a focus on service quality and outcomes
Preferred Qualifications
- Experience with P&C Insurance Core platforms
- Experience in managed services or production support for insurance clients
- Background in Engineering, DevOps, SRE, or production operations transformation
Key Performance Metrics
- SLA and incident resolution adherence
- Reduction in repeat incidents and production defects
- Mean Time to Resolution (MTTR)
- Stakeholder satisfaction
- Operational stability during releases and peak business periods
About ValueMomentum
As the largest standalone IT services company focused on insurance, we are uniquely positioned to be the partner of choice for insurance companies looking to transform their business and better serve their customers. Our deep understanding of the insurance industry, combined with our expertise in technology solutions, allows us to offer customized and effective strategies that help our clients stay ahead of the competition. At our company, we take pride in our ability to empower insurers and build a safer, more secure future for everyone.
Our culture – Our fuel
At ValueMomentum, we believe in making employees win by nurturing them from within, collaborating and looking out for each other.
- People first- We make employees win.
- Nurture leaders- We nurture from within.
- Enjoy wins- Celebrating wins and creating leaders.
- Collaboration- A culture of collaboration and people-centricity.
- Diversity- Committed to diversity, equity, and inclusion.
- Fun- Help people have fun at work.
5-10 years96
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Job Description
Download ResumeSupport Engineer Lead – P&C Insurance Applications
Role Summary
The Support Engineer Lead is responsible for leading and optimizing application support services for Property & Casualty (P&C) insurance business applications. This role ensures high availability, performance, and stability of critical insurance platforms across policy, billing, claims, and integrations. The Lead acts as a bridge between business stakeholders, operations, and technology teams, driving incident resolution excellence, continuous improvement, and operational maturity.
Key Responsibilities
Support Leadership & Operations
- Lead L1/L2/L3 application support for P&C insurance systems, ensuring adherence to SLAs, OLAs, and KPIs
- Own major incident management (P1/P2), including triage, root cause analysis, stakeholder communication, and post-incident reviews
- Establish and enforce standard support processes (ITIL-aligned), including incident, problem, change, and release support
- Provide 24x7 production support oversight (directly or via on-call rotation)
Technical Troubleshooting & Engineering
- Perform advanced troubleshooting across application, middleware, database, and integration layers
- Analyze logs, batch jobs, APIs, message queues, and interfaces to identify root causes
- Partner with development teams to drive permanent fixes and reduce recurring incidents
- Support cloud and on‑prem environments, including performance monitoring and capacity planning
Stakeholder & Client Management
- Serve as the primary escalation point for business, IT, and client stakeholders
- Communicate incident status, trends, and corrective actions clearly to both technical and non-technical audiences
- Build strong working relationships with development, infrastructure, vendor, and business teams
Continuous Improvement & Automation
- Identify opportunities for automation, self-healing, and proactive monitoring
- Drive reduction in incident volume through problem management and preventive controls
- Contribute to operational readiness for releases, upgrades, and new implementations
- Maintain and evolve runbooks, SOPs, and knowledge articles
Team Leadership & Mentoring
- Mentor and guide support engineers, promoting technical depth and insurance domain knowledge
- Assist with onboarding, training, and performance coaching
- Foster a culture of accountability, collaboration, and continuous learning
Required Qualifications
Experience
- 12+ years of IT application support experience, with at least 3 years in a lead or senior role
- Strong experience supporting P&C insurance systems in production environments
- Experience working in ITIL-based support models
Technical Skills
- Strong understanding of enterprise application architectures
- Hands-on experience with:
- .NET-based applications
- APIs and integrations (REST/SOAP, MQ, ETL)
- SQL and relational databases
- Monitoring and logging tools (DataDog.)
- Exposure to cloud platforms (AWS) preferred
Functional & Domain Skills
- Solid understanding of P&C insurance concepts, terminology, and workflows
- Ability to translate business impact into technical resolution strategies
Soft Skills
- Strong leadership and decision-making under pressure
- Excellent written and verbal communication skills
- Client-facing mindset with a focus on service quality and outcomes
Preferred Qualifications
- Experience with P&C Insurance Core platforms
- Experience in managed services or production support for insurance clients
- Background in Engineering, DevOps, SRE, or production operations transformation
Key Performance Metrics
- SLA and incident resolution adherence
- Reduction in repeat incidents and production defects
- Mean Time to Resolution (MTTR)
- Stakeholder satisfaction
- Operational stability during releases and peak business periods
About ValueMomentum
As the largest standalone IT services company focused on insurance, we are uniquely positioned to be the partner of choice for insurance companies looking to transform their business and better serve their customers. Our deep understanding of the insurance industry, combined with our expertise in technology solutions, allows us to offer customized and effective strategies that help our clients stay ahead of the competition. At our company, we take pride in our ability to empower insurers and build a safer, more secure future for everyone.
Our culture – Our fuel
At ValueMomentum, we believe in making employees win by nurturing them from within, collaborating and looking out for each other.
- People first- We make employees win.
- Nurture leaders- We nurture from within.
- Enjoy wins- Celebrating wins and creating leaders.
- Collaboration- A culture of collaboration and people-centricity.
- Diversity- Committed to diversity, equity, and inclusion.
- Fun- Help people have fun at work.