Application Support Specialist

1 semana atrás


Lisboa, Lisboa, Portugal ALTER SOLUTIONS Tempo inteiro

About the Role:

We are seeking an experienced IT professional 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.

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.
  • ITIL Process Management: Implement and adhere to ITIL frameworks, including incident, change, and problem management, to enhance support 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 precise logging of incidents, including resolution steps, root cause analysis, and resolutions for knowledge base updates.
  • Client and Team Collaboration: Collaborate with business users and stakeholders to resolve functional and technical issues and improve service support initiatives and communicate updates with key stakeholders, including executive-level summaries where necessary.

Qualifications:

  • Technical Skills:
    • Must-Have:
      • Application Support L1/L2 experience,
      • ITIL expertise,
      • SQL proficiency
    • Nice-to-Have:
      • Experience with JIRA and ServiceNow
  • Language Proficiency: French (C1+), English (B2+)
  • Soft Skills: Proven leadership experience, banking industry knowledge preferred


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