IT Support Specialist

Há 2 dias


Lisboa, Lisboa, Portugal Alter Solutions Tempo inteiro
About the Role:

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
Estimated Salary Range:

$60,000 - $90,000 per year, depending on experience and qualifications.



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