Production Application Support

2 semanas atrás

Lisboa, Portugal Go IT Concept Tempo inteiro

GO IT Concept is a Portuguese technological start-up based in the interior of Portugal, in the beautiful city of Seia, Serra da Estrela. We have offices in Portugal and Brazil, to help our clients put tech talented teams at the heart of their business. Our goal is to disrupt things not just on the business front, but also building cultures that are affirming and inclusive. Building a diverse and inclusive organisation is a complex process requiring multiple elements to come together. This is why we need you to come on board and be part of this amazing journey.
GO IT Concept is more than technology, is about work-life integration, is about helping the interior to grow and thrive, promoting local development with respect to traditions and way of living. This is an intangible journey too.

**We are looking for Production Application Support**:
**Main Activities**:

- 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.

**Main Tasks**:

- Support the business in their IT needs and understand the business workflows and scenarios;
- Maintaining a proper coverage in their designated shift;
- 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;
- Availability to work during Holidays / Weekends as per pre-defined needs and on a rotational basis with the rest of the team.

**Requirements**:

- 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, analyzing 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 in order to take the appropriate actions;
- Proactivity: be able to anticipate issues or new technical requirements thus addressing to the appropriate teams / colleagues.

**What you can expect from GO IT Culture**:
We promote cultures that are affirming and inclusive - recruiting the best tech talented engineers around the world;
We promote cooperation and collaboration enhanced by trust, respect and diversity;
We are intellectually curious - we love to learn, so that´s why we invest in learning and development ;
**We are made of entrepreneurs**: a moment where any employee can question, suggest or share any topic live with our co-founder & Managing Director;
We promote communication channels where everybody knows every colleague and knows who is who;
We give real time feedback, to improve your journey, and feedforward - your future skills preparing our employees for the future possibilities in the organization;
We take mental health very seriously. Too much to handle? Need re-energize? Open talks directly to our Managing Director to support you and advise you to take some time-off and re-load your energy. Our Managing Director is a highly promoter of discussing openly mental health issues and totally support;
We celebrate every moment of our journey and we are always grateful for who we are;
We practice consciousness leadership - inspiring leadership such as: coaching and mentoring sessions by our own Managing Director to promote a great place to work and share it with the world, so all our employees can be proud of;
We have a referral program

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