Role & responsibilities

- Application Support & Operations

- Possess specialist knowledge of applications and software within the PAS ecosystem

- Provide technical support to internal teams and external stakeholders where required

- Manage ticketing system (incident, problem, service requests) and ensure SLA adherence and prioritization

- Ensure comprehensive knowledge base of issues, RCA, and resolutions is maintained and continuously improved

- Identify, troubleshoot, and resolve technical issues reported in the system

- Perform root cause analysis (RCA) and implement preventive measures

- Ensure high availability, uptime, and performance of all business applications (Core, Peripheral, Portals, Mobile)

- Manage incident, problem, and change management processes aligned with ITIL and track service improvement plans

- Technical Capability & System Management

- Maintain and update technical documentation, SOPs, and operational procedures

- Assist in system integrations and interface troubleshooting





- Perform analysis of application functionality and suggest improvements

- Prepare maintenance plans and upgrade schedules for systems

- Work closely with development teams to enhance application performance

- Oversee workplace management (Dev, SIT, UAT, Production)

- Ensure capacity planning and performance tuning

- Release & Change Management

- Plan and govern application releases, deployments, and rollback strategies

- Coordinate UAT, production releases, and post-release validation

- Manage change requests (CRs), enhancements, and defect lifecycle

- Vendor & Stakeholder Management

- Manage vendors, system integrators, and OEM partners for PAS

- Define and monitor vendor SLAs, KPIs, and delivery commitments

- Participate in audits, VAPT, and compliance reviews

- Define and track KPIs (uptime, defects, SLA compliance, release success)

- Drive governance forums (weekly ops review, vendor review, CAB meetings)

📌 Senior Manager Core Applications (Maharashtra)
🏢 Magma HDI General Insurance
📍 Maharashtra