Senior Lead Analyst - Technical Support

About the role

The Senior Lead Software Analyst, Technical Support is a mid-level technical role focused on solving enterprise applications, data, and system challenges across Property & Casualty insurance platforms. Working closely with Engineering, Product, Cloud Operations, and customer-facing teams, this role leverages SQL, Oracle, and analytical expertise to investigate issues, identify root causes, develop solutions, and improve the reliability and performance of mission-critical systems.

Responsibilities

• Investigate complex application, data, and system issues across enterprise insurance platforms using SQL, Oracle, and analytical tools.
• Perform root cause analysis to identify underlying technical and business issues rather than simply addressing symptoms.
• Develop and implement sustainable solutions that improve system reliability, data integrity, and customer experience.
• Analyze policy, billing, and transactional data to identify inconsistencies, trends, and opportunities for improvement.
• Execute data corrections while adhering to governance, security, compliance, and audit standards.
• Recommend automation and process improvements that reduce recurring issues and increase operational efficiency.
• Partner with Engineering, Product, Cloud Operations, Technical Account Managers, and client teams to resolve complex technical challenges.
• Coordinate technical activities during critical incidents and drive resolution across multiple stakeholders.
• Communicate technical findings and recommendations clearly to both technical and business audiences.
• Identify systemic risks and recurring patterns before they impact customers or business operations.
• Create and maintain documentation, knowledge articles, and best practices using ServiceNow, Jira, Confluence, or similar platforms.
• Contribute ideas that improve scalability, automation, reliability, and overall platform performance.
• Support the health and performance of enterprise applications and databases by identifying optimization opportunities.
• Collaborate with engineering teams on long-term enhancements, modernization initiatives, and technology improvements.
• Help ensure the availability, accuracy, and performance of mission-critical insurance systems.

Qualifications

• Strong SQL skills with hands-on experience working with Oracle or other relational databases.
• Experience troubleshooting enterprise applications and investigating complex data or business-process issues.
• Ability to perform structured root cause analysis and drive issues through resolution.
• Experience working with cross-functional teams in a production support or enterprise technology environment.
• Strong written and verbal communication skills, including the ability to explain technical findings clearly to technical and business stakeholders.
• Experience with tools such as ServiceNow, Jira, Confluence, or similar incident and collaboration platforms.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 5+ years of relevant experience supporting, analyzing, or developing enterprise software solutions, insurance technology platforms, financial services applications, or similar systems.

Bonus Points for

• Experience supporting Majesco Property & Casualty Billing or similar insurance billing or policy administration platforms.
• Experience with cloud technologies such as AWS, Azure, or Google Cloud.
• Familiarity with APIs, integrations, and distributed enterprise applications.
• Experience with scripting or automation using Python, PowerShell, Shell scripting, or similar technologies.
• Experience with observability and monitoring tools such as Splunk, Dynatrace, AppDynamics, Grafana, or similar platforms.
• Experience leveraging AI-assisted development or troubleshooting tools to improve efficiency and accelerate problem solving.
• Knowledge of version control systems such as Git or SVN.
• Experience working across both cloud-based and on-premises enterprise environments.