Application Management Engineer

$88,000 - $111,000/Yr

AIG - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

Insurance Carriers and Related Activities

About the position

The Application Management Engineer will play a crucial role in the Application Services IT team at AIG, focusing on application maintenance and support. This position requires strong expertise in Java, SQL, and related technologies to ensure efficient technical support operations and enhance application performance. The engineer will collaborate with various teams to address technical issues, improve support services, and optimize application functionalities.

Responsibilities

• Take ownership of technical support operations, including first response to Enterprise customers and handling escalations.
• Develop a deep understanding of the Insurance platforms to provide efficient end-to-end support solutions.
• Utilize the platform's various backend mechanisms, processes, and data structure to provide Tier-2 support on complex backend capabilities.
• Collaborate with Product and Technical teams to address recurring issues and enhance support services.
• Create and maintain internal documentation on platform functionalities and processes.
• Work with internal customers to understand their data and technology challenges and recommend ways to optimize performance.
• Govern Incident Management and root cause analysis, technical issues, problem resolution and suggest improvement plans.
• Work with business for prioritization of various tasks/requests/changes/issues.
• Participate in application onboarding / decommissioning discussions.
• Participate in Permit to Build / Permit to Operate discussions.
• Participate in PI Planning and Major incident RCA calls.
• Refine/mature existing Debt analysis/KEDB categories and work with technical/support team to refine their respective categorization.

Requirements

• 5+ years of experience as a Tier-1, 2, 3 or Senior Technical Management Engineer for technical SaaS products, cloud-based, or IT tooling solutions.
• Experience with two of the major cloud providers (AWS and Azure).
• Experience working with internal and external APIs.
• Experience of working with Microservices, APIs, Mule.
• Experience of working in Distributed Technologies.
• Experience with SQL, including accessing and querying databases, manipulating data via advanced queries, and extensive knowledge of relational database structure.
• Ability to work independently and multitask during major incidents involving multiple stakeholders.
• Proven track record of building support processes and methodologies from scratch and improving existing ones.
• Experience with working in monitoring or cloud cost management segments.
• Troubleshooting for all IT-related topics and in-depth research to find the best technical solutions.
• Implement long-term IT solutions with an eye on security and cost evaluations.
• Supporting global workforce, partnering with overseas IT teams, both employees and consultants.
• A desire to learn and expand your horizons; take on new challenges as the business scales and things break.
• Optimize applications by integrating new technologies and performing upgrades.
• Ability to meet tight deadlines.
• Sound knowledge of all ITIL processes i.e., Incident Management, Problem Management, Change Management & Service Request management.
• Strong analytical, problem solving and communication skills.
• Well versed in Agile process and Rally.

Nice-to-haves

• Good knowledge in Data Stage is preferred.
• Knowledge in underwriting process will be a bonus.

Benefits

• Competitive salary range of $88,000 - $111,000 with eligibility for a bonus.
• Comprehensive benefits package focused on health, wellbeing, and financial security.
• Professional development opportunities.
• Flexible work arrangements.
• Diversity and inclusion learning programs.
• Cultural awareness activities and Employee Resource Groups (ERGs).