IT Support Specialist
Há 2 dias
We are seeking an experienced IT support specialist to join our client, a leading institution in the banking sector. This role is integral in maintaining and optimizing the applications crucial to the bank's daily operations.
Key Responsibilities:- Application Support:
- Provide first- and second-level support to ensure application stability, availability, and performance for banking applications.
- Resolve incidents, troubleshoot issues, and execute problem management processes in adherence to ITIL best practices.
- Analyze and escalate unresolved cases as necessary to L3 teams or vendors, ensuring minimal disruption to banking operations.
- IT Process Management:
- Implement and adhere to ITIL frameworks, including incident, change, and problem management, to enhance support quality.
- Record and document incidents in alignment with service-level agreements (SLAs) and participate in root cause analysis and continuous improvement activities.
- Database Management:
- Perform SQL queries to analyze, identify, and resolve issues related to application data and performance.
- Support database monitoring, data integrity checks, and provide recommendations for performance enhancements as needed.
- Ticketing and Documentation:
- Utilize tools such as JIRA and ServiceNow for tracking incidents, managing requests, and documentation.
- Ensure precise logging of incidents, including resolution steps, root cause analysis, and resolutions for knowledge base updates.
Requirements
- Must-Have:
- Technical Skills:
- Application Support L1/L2 experience,
- ITIL expertise,
- SQL proficiency
- Nice-to-Have:
- Experience with JIRA and ServiceNow
- Language Proficiency: English (B2+)
- Soft Skills:
- Proven leadership experience, banking industry knowledge preferred
$60,000 - $90,000 per year, depending on experience and qualifications.
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