Application Production Support

The goal of the Application Support team is to ensure an effective and responsive first and second level of support for all the applications under its scope. The candidate will provide application support within the Banking and Financing Services area for the DTS - IT DIGITAL team. Will be dedicated to Data applications so some knowledge in ETL and Oracle is essential.

This team is also responsible to maintain guarantee and improve the current service provided by the transversal applications by identifying root causes suggest and implement improvements on the current processes. The team also following strictly the ITIL practices on their daily activities.

RESPONSIBILITIES

Technical support on companys applications both locally developed and third parties internally hosted

Internal end user/external counterparties support / communications

MAIN ACTIVITIES

Managing Incidents crisis calls communications and ensure optimal resolution of incidents within SLAS in place

Monitoring the application status

Monitoring the infrastructure server resources

Replying and taking in charge the incoming phone calls or ITSM support/incident tickets

Tracking all the incoming requests on the ticketing system

Updating the progress of the execution of all tasks in the ticketing tools

Assessing the priority of the incoming requests involving the key people who might be helpful define it

Performing the analysis planning all technical tasks required and executing them

Defining tactical solutions to resume processes as quick as possible

Contributing to find out the incident root cause

Engaging the proper escalation path for all situations

Adopting the global and departmental guidelines IT best practices and IT Security recommendations

Guaranteeing the on-call availability during the required time windows or at the weekend for extraordinary activities

Acting as the first point of contact for all tasks/enquiry related to production

Managing the communication with internal end-users and external clients for the topics in-scope

In addition to the daily application support activity the Application Support team contributes to the definition of non-functional requirements that a new application must respect before going in production. Moreover it participates in the definition and implementation of projects to reduce support activity needed on critical systems.

ATTITUDE

At least 5 years-long experience

Teamwork attitude: work cooperatively toward a common objective

Accuracy: manage details to fully achieve required objectives and safeguard the context

Stress management and self-control: keep efficiency and effectiveness in an environment with a high level of context switching; be able to handle multiple incoming enquiries according to the urgency keeping a positive thinking

Problem solving consider issue by gathering relevant information analysing data evaluating alternatives to find out tactical solutions

Strong analytical skills: break down problems into components by identifying relevant issue and recognizing connections

Responsiveness: promptly address needs based on understanding their priorities and constrains

Autonomy: manage own work to take the appropriate actions

Proactivity: be able to anticipate issues or new technical requirements thus addressing to the appropriate teams/colleagues                          

Main Tasks:

• Support the business in their IT needs and understand the business workflows and scenarios                                               
• Provide business team members and other project/task partnering teams updates on the issue/task/project                                          
• Understand the underlying issue and the associated patch fix/release and identify systemic issue                                                      
• Contribute towards better post-release checkouts                                             
• Improving day to day tasks by writing scripts and automate tasks that are procedure oriented                                                

Qualifications :

Technical Skills:

• Knowledge and experience with RedHat Linux // Good IT infrastructure knowledge (capacity to request infra construction/support L3)                                                   
• Application Performance Monitor (Dynatrace preferable)                                                
• Cloud Experience Kubernetes e cloud managed services (AWS Azure or IBM Cloud) middleware (VIP WAF RDBMS NoSQL File Storage)                                              
• Knowledge and experience with Database / Oracle Exadata /// ETL ( IBM DATA STAGE )                                                       
• Experience in Continuous Delivery context  Industrialization/automatization od deliveries deployments rollbacks.                                                     

Language Skills:

•  English 

Soft Skills:

• Good communication skills                                
• Autonomous and proactive person                                 
• Team player                                 
• Think out-of-the box and come up with new ideas/ improvements for the processes                                     

Remote Work :

No

Employment Type :

Full-time