Application Support Analyst

Job Type: PermanentBuild a brilliant future with Hiscox   About us: HISCOX is an international insurer specialized in the market of luxury goods & property, and high-end professional insurance. As experts in risk, we give people and businesses the confidence to realise their ambitions. With offices in 9 European countries, we have a very international staff and encourage a culture that fosters inclusion and collaboration, offering exciting opportunities for personal and professional growth. In our Lisbon office we have the privilege of employing approximately 500 exceptional professionals representing 29 diverse nationalities. Despite our central location within the city, we recognize the importance of maintaining a healthy work-life balance. As part of our commitment to our employees' well-being, we provide a 35-hour workweek along with the option for a hybrid working schedule. The Team: In Hiscox Europe, you will work across several geographies, which includes Germany, France, Benelux, Iberia and Ireland. We are organized in an Agile manner through Value Streams with the aim of autonomous teams towards specific key demands, be it country specific or cross country. As part of the Europe Technology Team, based in Lisbon, and reporting to Service Product Owner, you will be an Application Support Analyst of the European Application Support team. The Role: As Application Support Analyst, you will be responsible for handling L2 IT Operations and incident management process for all European applications within the Hiscox EU IT application portfolio. The portfolio includes a broad range of applications from digital customer facing portals, APIs and File Integrations, Core System processes, Data&Analytics applications. Key Responsibilities: Operations & Service Delivery Responsible for monitoring and maintaining the health of European applications: to ensure availability, performance, and capacity service levels are met and maintained. Maintains a close working relationship with users, third parties, vendors and stakeholders by assisting with enquiries related to application operations, issues, and workflows. Handle IT Ticketing Tasks for Service Requests: e.g. user access management and reference data changes, cache refresh, database queries / extractions, etc. Requirement interpretation: In order for proper monitoring, maintaining and ticket handling you will be reading and interpreting functional design documentation which depicts the requirements captured from different business areas. Incident Management Active participation in the incident management process performing the whole triaging and classification / reclassification of incidents and when needed during the L3 investigation phase providing all the needed information already preworked to the L3/L4 teams. Provides / ensures effective and timely communication to all impacted stakeholders. Replication of the issue in non production environments (Pre-Production) and reproduction steps of the issue are clearly set out for L3. Coordinates comprehensive post-incident reports that communicate the full extent and impact of service disruptions as well as remedial actions. Defines, develops and provides an application problem analysis and resolution service for complex application problems in collaboration with business users and internal or external support teams supporting the application. Knowledge Management Actively adds / updates application support related documents and artefacts Participates in the transition of IT projects from delivery to operational readiness via support model definition and knowledge transition activities. Person Specification: Must have: Professional experience or academic background on IT Excellent English communication skills (all work is conducted in English) Excellent problem solving abilities Proficiency in SQL queries, API requests and Applicational Log Analysis Basic programming language knowledge Understanding of ITIL principles, having certification will be highly recognized. Familiarity with Monitoring & Alerting suites (e.g. in Grafana, New Relic, Dynatrace). Nice to have: Knowledge of Azure cloud platform and previous experience with Azure cloud operations as well as certifications is a plus. Knowledge of OutSystems Experience supporting web applications Experience working with insurance companies or other financial systems Why Hiscox? Healthy work-life balance with our 35h/week and hybrid working system. Holidays: 25 days + 2 Hiscox Days (Extra two Annual Leave). Health insurance, gym allowance, pension plan etc. After 5 years work 1-month sabbatical leave. Team spirit with many opportunities to engage and an open culture. Work with amazing people and be part of a unique culture