Job Details

Tier 2 Support Analyst

Capgemini is seeking a Tier 2 (L2) Support Analyst for a top 10 US Insurance Carrier. Our client is one of the United States' largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our client is part of one the largest Insurance Groups in the world.

Join a high-impact team at the forefront of digital transformation in the life insurance space. We specialize in incident and problem management for a modern, cloud-connected workforceensuring every customer interaction is seamless, secure, and compliant.

As a Tier 2 Support Analyst, you'll be a key player in maintaining the stability and performance of our digital life insurance ecosystem. Sitting at the intersection of technology and service delivery, you'll manage escalated issues, coordinate with internal dev teams and external vendors, and ensure our platforms run smoothly and securely.

This role is perfect for someone who thrives in a fast-paced, collaborative environment and enjoys solving complex problems that directly impact customer experience and compliance.

What You'll Own:

• Service Coordination: Act as the central point of contact for FNWL vendor services and development teams, ensuring alignment and accountability across all support layers.
• Incident Management: Triage and resolve incidents with urgency and precision. You'll prioritize based on business impact and keep stakeholders informed throughout the lifecycle.
• Problem Management: Analyze recurring issues, perform root cause analysis, and implement long-term fixes to reduce incident volume and improve system resilience.
• Preventive Maintenance: Conduct regular system health checks, apply patches, and ensure compliance with security and support standards.
• Service Intake & Monitoring: Monitor ticket queues, drive resolution priorities, and escalate to Tier 3 SMEs or Tier 4 vendors when needed.
• Collaboration & Communication: Work cross-functionally with developers, product managers, and external partners to ensure seamless service delivery.

Tech You Might Touch:

• Integration & APIs: CloudHub Platform, Mulesoft APIs
• Scripting & Analytics: Python, R, Perl, SAS
• Data & Reporting: Power BI, Dremio Views
• Automation & Modeling: Airflow, SageMaker
• Legacy Systems: LIS, LDP, LUE
• Database & Code Management: SQL, version-controlled environments