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Job description: The goal of the Application Support team is to ensure an effective and responsive first and second level of support for all the applications under its scope. The candidate will provide application support within the Banking and Financing Services area for the IT DIGITAL team. Will be dedicated to Data applications, so some knowledge in ETL and Oracle is essential. This team is also responsible to maintain, guarantee and improve the current service provided by the transversal applications by identifying root causes, suggest and implement improvements on the current processes. The team also following strictly the ITIL practices on their daily activities. RESPONSIBILITIES Technical support on applications, both locally developed and third parties internally hosted Internal end user/external counterparties support / communications MAIN ACTIVITIES Managing Incidents, crisis calls, communications and ensure optimal resolution of incidents within SLAS in place Monitoring the application status 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 In addition to the daily application support activity, the Application Support team contributes to the definition of non-functional requirements that a new application must respect before going in production. Moreover, it participates in the definition and implementation of projects to reduce support activity needed on critical systems. ATTITUDE 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 to take the appropriate actions Proactivity: be able to anticipate issues or new technical requirements thus addressing to the appropriate teams/colleagues Main Tasks: Support the business in their IT needs and understand the business workflows and scenarios 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 Technical Skills: Knowledge and experience with RedHat Linux // Good IT infrastructure knowledge (capacity to request infra construction/support L3) Application Performance Monitor (Dynatrace preferable) Cloud Experience Kubernetes e cloud managed services (AWS, Azure or IBM Cloud), middleware (VIP, WAF, RDBMS, NoSQL, File Storage) Knowledge and experience with Database / Oracle Exadata /// ETL ( IBM DATA STAGE ) Experience in Continuous Delivery context, Industrialization/automatization od deliveries, deployments, rollbacks.
