Leads production support for Majesco’s Life, Annuity, and Health insurance platform. Performs incident and root-cause analysis, resolves complex Java and Oracle defects, deploys hotfixes, implements change requests, and executes product upgrades. Maintains ITSM records, coordinates service transitions, collaborates with product and security teams, translates business requirements into technical solutions, communicates with customers, and mentors junior programmers.
Role Overview
This role is for a JB4 Senior Lead Engineer within the L & AH Support Organization at Majesco, acting as a Techno-Functional Production Support Lead. The focus is on bridging deep technical expertise with a strong understanding of the Life, Annuity & Health (L&AH) business domain. As this is a production support role, the primary focus is on incident analysis, analyzing data patterns, resolving complex defects, and understanding the core product base code. It also involves implementing change requests, deploying hotfixes, and executing product upgrades that update business logic within both the database and Java layers. As a JB4 lead, you will work independently on difficult assignments, mentor peers, and guide customers on Majesco’s L&AH Intelligent Core functionalities.
Key Responsibilities
- Perform deep incident analysis on customer-reported issues to determine root causes, evaluate data patterns, and identify defects within specific SLAs.
- Resolve complex product defects, manage hotfix deployments, and implement necessary change requests efficiently.
- Coordinate and manage the smooth transition of accounts from implementation to production support, ensuring comprehensive knowledge transfer and uninterrupted service delivery.
- Collaborate with cross-functional teams (Product, IT, and Security) to manage hotfix/security incident responses, ensuring proper documentation and proactive customer communication regarding release plans.
- Understand and navigate the product base code to troubleshoot and address production issues.
- Oversee and execute product upgrades involving intricate business logic updates in both database and Java layers.
- Maintain incident and change management records within ITSM platforms (e.g., ServiceNow), tracking product versions, customer entitlements, and support ownership.
- Serve as the bridge between technical execution and L&AH business requirements, ensuring solutions align with industry standards.
- Identify and escalate issues that impact testing and delivery progress proactively.
- Mentor and guide junior programmers (JB1-JB3) in design, development, and Majesco Playbook processes.
Technical & Operational Skills
- Advanced experience in Java/J2EE, JSP, Servlets, SOAP, and RESTful Web Services.
- Proficiency in API Tools (e.g., Postman/ Bruno) and understanding of how to call and manage collections of microservices.
- Strong understanding of Wildfly Application Server with the ability to troubleshoot complex issues through log analysis.
- Solid experience in XML, XSL, HTML, and HTTP Response Codes.
- Expertise in developing SQL, PL/SQL stored procedures, packages, and functions (Oracle database design).
- Familiarity with ITSM platforms (e.g., ServiceNow) and robust change management processes.
- Understanding of SaaS environments, service transition frameworks, and production support models.
- Experience in Dev Studio or similar proprietary configuration frameworks.
- Ability to break down complex requirements and provide accurate estimates for defect fixes and change requests.
- Active participation in code walk-throughs, unit test plan reviews, and technical/quality reviews.
Functional Skills (L&AH Domain)
- Deep understanding of the Life, Annuity & Health (L&AH) insurance domain, including Group, Voluntary Benefits (VB), and Individual lines of business.
- Familiarity with L&AH products such as Term Life, Whole Life, Disability (STD/LTD), Accident, Critical Illness, Dental, and Vision.
- Knowledge of core insurance lifecycle processes and Majesco’s L&AH Intelligent Core components, such as Policy (Group Setup, Enrollments), Billing (List Bill, Direct Bill), and Claims.
- Proven experience in functionality development and design implementation aligned with L&AH business rules.
- Ability to understand complex business requirements and translate them into detailed technical functional specification documents.
- Strong client communication skills to gather requirements and discuss technical points confidently with L&AH customers.
Analytical & Leadership Skills
- Analytical Thinking: Essential for success; requires strong data analysis and logical reasoning skills to decipher complex functional code and business rules.
- Ownership & Autonomy: Ability to handle complex work independently, own intricate deliverables, and exercise strong judgment in ambiguous situations.
- Adaptability: Willingness to learn new tools/frameworks (e.g., PRASE/ ICD-ICM) and an open mind to continually master Majesco’s evolving product functionality.
- Leadership & Mentoring: Experience managing conflicting delivery priorities and successfully mentoring junior team members in development and design.
- Customer & Stakeholder Management: Adept at managing customer expectations, discussing technical points clearly, and guiding clients on system functionalities. Strong project coordination skills.
- Communication: Excellent oral and written communication skills, capable of proactive risk highlighting and clear problem-statement articulation.
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