Background information about the job or company (e.g., role context, company overview)

As one of the largest insurers and financial services companies in East Africa, we have decades of experience in helping discerning individuals protect and create their wealth. But that’s not all. We also keep an eye firmly on the future, using innovation to craft financial products and services that we know you need in today’s constantly changing world....

The ICEA LION Group is seeking an experienced Senior Support Analyst to join the Applications Team. Reporting to the Head of Applications, the Senior Support Analyst will be responsible for providing senior-level technical leadership and support for core insurance systems and related infrastructure, ensuring high availability, security, regulatory compliance, and alignment with business objectives. The role includes ownership of system performance, incident/problem management, change governance, and continuous service improvement within a regulated insurance environment.

Responsibilities or duties

System Implementation & Project Delivery

• Participate in and provide technical leadership during implementation, upgrade, and enhancement of insurance systems, including requirements validation, solution design, configuration, testing, and production deployment.
• Act as the ICT implementation lead or key technical resource for system projects, ensuring solutions are delivered on time, within scope, and in compliance with security, regulatory, and architectural standards.
• Coordinate system integration activities between core insurance platforms, finance systems, reporting tools, and third-party services.
• Support data migration, user acceptance testing (UAT), cutover planning, and post-implementation stabilization, ensuring minimal disruption to business operations.
• Ensure that all implementations include appropriate documentation, operational handover, training, and support readiness before go-live.
• Participate in project governance forums, providing technical input on risks, dependencies, timelines, and change impacts.

Technical Leadership & Escalation

• Serve as the technical owner and subject-matter expert for assigned insurance systems, providing final escalation support for complex, high-impact incidents and system issues.
• Lead resolution of major incidents, ensuring minimal business disruption and clear communication with stakeholders.

Incident, Problem & Root Cause Management

• Oversee second-line support activities, ensuring incidents and service requests are diagnosed, resolved, or escalated in line with agreed SLAs.
• Lead problem management, including root cause analysis (RCA), trend analysis, and implementation of permanent corrective actions to prevent recurrence.

System Availability, Performance & Resilience

• Monitor and proactively manage system performance, capacity, and availability for mission-critical insurance applications.
• Ensure appropriate backup, recovery, and business continuity measures are in place, tested, and documented.

Change, Release & Environment Management

• Review, assess, and approve change requests, ensuring adherence to change management processes, risk assessment, testing, and rollback planning.
• Coordinate and oversee system upgrades, patches, and releases across development, test, and production environments.

Security, Risk & Regulatory Compliance

• Ensure the confidentiality, integrity, and availability of insurance data and systems.
• Support compliance with insurance regulatory requirements, internal controls, audits, and information security standards.
• Participate in risk assessments, security reviews, and audit remediation activities.

System Administration & Access Governance

• Oversee system administration activities including user access provisioning, role management, and segregation of duties, ensuring access controls align with policy and regulatory requirements.

Stakeholder & Business Engagement

• Work closely with underwriting, claims, finance, actuarial, and operations teams to translate business requirements into technical solutions.
• Provide advisory input on system capabilities, limitations, and improvement opportunities.

Vendor & Third-Party Management

• Manage and coordinate with software vendors, system integrators, and service providers, including issue escalation, performance monitoring, and support renewals.
• Participate in system evaluations, procurement processes, and contract reviews.

Service Improvement & Knowledge Management

• Drive continuous service improvement initiatives, leveraging SLA/KPI data, incident trends, and user feedback.
• Develop and maintain knowledge base articles, standard operating procedures, and technical documentation.

Documentation, Standards & Best Practices

• Create and maintain documentation relating to system configuration, architecture, interfaces, and operational processes.
• Define and enforce best-practice policies and procedures for system usage, support, and maintenance.

Mentorship & Team Development

• Provide technical guidance, mentoring, and coaching to junior ICT staff.
• Contribute to skills development and improved operational maturity within the ICT function.

Strategic & Lifecycle Planning

• Contribute to technology roadmaps, system lifecycle management, and obsolescence planning, ensuring systems remain fit for purpose and cost-effective.

Qualifications or requirements (e.g., education, skills)

Experience needed

• Minimum 5–7 years progressive experience in ICT systems support, with hands-on responsibility for enterprise or core business systems.
• Proven experience supporting mission-critical systems in a regulated environment (financial services preferred)
• Working knowledge of IT budgeting, procurement, vendor management, and contract oversight.
• Strong background in:
  • Operating systems, databases, and enterprise applications
  • Incident, problem, and change management
  • System upgrades, integrations, and performance tuning
  • Quality assurance for complex systems and data integrity

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Relevant certifications such as ITIL (v3/v4), Microsoft (MCSE/MCSA), Linux/UNIX, or equivalent.

• Participate in and provide technical leadership during implementation, upgrade, and enhancement of insurance systems, including requirements validation, solution design, configuration, testing, and production deployment.
• Act as the ICT implementation lead or key technical resource for system projects, ensuring solutions are delivered on time, within scope, and in compliance with security, regulatory, and architectural standards.
• Coordinate system integration activities between core insurance platforms, finance systems, reporting tools, and third-party services.
• Support data migration, user acceptance testing (UAT), cutover planning, and post-implementation stabilization, ensuring minimal disruption to business operations.
• Ensure that all implementations include appropriate documentation, operational handover, training, and support readiness before go-live.
• Participate in project governance forums, providing technical input on risks, dependencies, timelines, and change impacts.
• Serve as the technical owner and subject-matter expert for assigned insurance systems, providing final escalation support for complex, high-impact incidents and system issues.
• Lead resolution of major incidents, ensuring minimal business disruption and clear communication with stakeholders.
• Oversee second-line support activities, ensuring incidents and service requests are diagnosed, resolved, or escalated in line with agreed SLAs.
• Lead problem management, including root cause analysis (RCA), trend analysis, and implementation of permanent corrective actions to prevent recurrence.
• Monitor and proactively manage system performance, capacity, and availability for mission-critical insurance applications.
• Ensure appropriate backup, recovery, and business continuity measures are in place, tested, and documented.
• Review, assess, and approve change requests, ensuring adherence to change management processes, risk assessment, testing, and rollback planning.
• Coordinate and oversee system upgrades, patches, and releases across development, test, and production environments.
• Ensure the confidentiality, integrity, and availability of insurance data and systems.
• Support compliance with insurance regulatory requirements, internal controls, audits, and information security standards.
• Participate in risk assessments, security reviews, and audit remediation activities.
• Oversee system administration activities including user access provisioning, role management, and segregation of duties, ensuring access controls align with policy and regulatory requirements.
• Work closely with underwriting, claims, finance, actuarial, and operations teams to translate business requirements into technical solutions.
• Provide advisory input on system capabilities, limitations, and improvement opportunities.
• Manage and coordinate with software vendors, system integrators, and service providers, including issue escalation, performance monitoring, and support renewals.
• Participate in system evaluations, procurement processes, and contract reviews.
• Drive continuous service improvement initiatives, leveraging SLA/KPI data, incident trends, and user feedback.
• Develop and maintain knowledge base articles, standard operating procedures, and technical documentation.
• Create and maintain documentation relating to system configuration, architecture, interfaces, and operational processes.
• Define and enforce best-practice policies and procedures for system usage, support, and maintenance.
• Provide technical guidance, mentoring, and coaching to junior ICT staff.
• Contribute to skills development and improved operational maturity within the ICT function.
• Contribute to technology roadmaps, system lifecycle management, and obsolescence planning, ensuring systems remain fit for purpose and cost-effective.

• Operating systems, databases, and enterprise applications
• Incident, problem, and change management
• System upgrades, integrations, and performance tuning
• Quality assurance for complex systems and data integrity

• Relevant certifications such as ITIL (v3/v4), Microsoft (MCSE/MCSA), Linux/UNIX, or equivalent.