We will count on you for:

Understand the application and its various process along with stakeholders’ informationConfigure client in the back-end admin web portalGather client content from local country POC and/or clarify client specific data required for reportingValidate client configuration is setup correctly in staging. Confirm mobile app shows correct configuration for clientMigrate staging environment to production for client go-liveValidate vendor content (icons, logos, names, descriptions, codes, etc.) with business & client. Update (add/delete) vendor icons to keep client configuration currentProvide technical support in issue resolution raised by Level1 teamsDiagnose and troubleshoot technical issues, including account setup and network configurationAsk customers or Level1 teams targeted questions to quickly understand the root cause of the problem if requiredTrack system issues through to resolution, within agreed time limitsUnderstand support ticket (Incidents and Service Requests) requirements and coordinate with reporters for better requirement clarityAnalyze the support tickets, coordinate with other IT Teams, and provide technical solutionsAnalyze for any issues, raise support tickets and escalate as requiredDo root cause analysis for all the high priority tickets and share incident reports with stakeholdersCoordinate with stakeholders for testing of incidentsCommunicate latest updates to stakeholders on high priority tickets and various deployments on application/environmentCommunicate with stakeholders regularly on the progress and status of outstanding trouble ticketsParticipate in improvising the processes and assigned applications/projectsWork with Level 1 country teams and global IT teams to assist with access/ password related issues for mobile appWork with development/ engineering to provide feedback on app issuesProvide business regular reports on bugs, issues, resolutionExtract data from app analytics tool and prepare monthly and quarterly performance reports for internal and client distributionAnalyze app performance across clients and countriesWrite commentary after assessing the performance of the app for each clientOwn accountability by being able to help teams troubleshoot issuesEnsuring exceptional client experience

Note: Applicants should be flexible working in shifts

What you need to have: 

 Knowledge & Skills:

Strong understanding and proper usage of digital health and mobile app related terminologies in written and verbal communication in English Exposure to Health and Benefits space, BI and data analytics tools (Preferred)Ability to multitask, manage multiple priorities and work in a rapidly changing and dynamic environment, ensuring standards and deadlines are met and keeping others informed and up-to-dateAbility to work as part of a team and build strong working relationships with peersAbility to understand the link between data, client needs and its application to the "bigger picture"Exceptional interpersonal, organizational, business communication, and time management skillsStrong working knowledge of MS Office, third party tools – JIRA, Wiki, ticketing systems.Exceptional interpersonal, organizational, business communication, and time management skillsStay up to date with industry standard best practices/techniques including ITIL certified.Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Education:

Graduate (any stream)

    Eligibility:

Minimum 5 plus years’ experience in service industry

     

      What makes you stand out?

Adaptable communicator, facilitator, influencer and problem solverHigh attention to detailGood relationship skills, Proven ability to work on own initiative as well as in a team Ability to multi-task and prioritize time effectively

Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.