Application Support

2 semanas atrás

Lisbon, Portugal Alter Solutions Tempo inteiro
Job Description

Job Description : The Digital and Transversal Solution APS Application Production team is an internal Team formed to support applications used by the internal projects to deploy solutions for their applications to deliver service to internal or external clients, by delivering expertise in the field of relation servers  (Windows/Linux).

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.

Main Responsibilities:

  • Provide functional support to users on applications
  • Manage functional incidents and problems; in case of Central Apps: forward global incidents to central/regional IT Hubs
  • Testing and cross checks
  • Interact with IT Production & Support Teams
  • Interact with developers in case of in‐house developed applications
  • Change Request, support items and incident follow up in ServiceNow
  • Treat requests, change requests and support items
  • Incident management and communication to users on local and central incidents
  • Local Apps: Interact with 3rd party on technical topics in close collaboration with the Service Manager
  • Design of new application environments
  • Installation, administration, documentation, support and troubleshooting of applications
  • Technical contact to software vendor, functional application support team, central infrastructure teams and users
  • Collaboration in projects of the group and on territory level
  • Problem management
  • Continuity Management
  • Capacity Management
  • Asset & Obsolescence Management

Support Tasks

  • Provide support to teams working:
  • Perform validation between each environment
  • Perform regular reviews of scripts before UAT phase
  • Perform a regular report to Project Manager/Technical Leader of server and application points to improve
  • Proposes and implement optimizations for the project (can be linked to server configuration, rewrite of scripts)
  • Perform a capacity planning for projects at least once a year
  • Ease implementation between project team and SQL expert team (production) to smooth work
  • Provide support to projects regarding definition of solutions
  • Participate on the standardization of practices
  • Participate on the validation of migrations done of servers instances
  • Participate on the evolution of servers tools
  • Provide training for IT staff regarding servers technologies      

Incident Management

  • Manage incidents according to Service Delivery GITSDE / ITIL Standards / SLA, and in coordination with other teams, including production teams.
  • Re-instate services as soon as possible whenever an incident occurs

Problem Management

  • Identify recurring Issues and service Request and define action plans to reduce them                                       

Qualifications

Technical skills:

  • First class Graduate in any discipline (Computer Science preferred) from a reputed university with a good background of software development/support
  • At least 5 years’ experience in a similar position
  • IT Systems Administration of Windows and Linux Servers         
  • Administration of databases (Essential MS SQL Server, nice to have Oracle and Postgres)
  • Experience with system scripting (Scripting of administrative tasks and workflow processes)
  • IT working experience / ITIL / Ticketing JIRA and SNOW                                     
  • Middleware (CFT, SFTP, FTaas, Webshere)      
  • Programming Languages: Powershell (Essential); Python and Perl (Preferred)
  • Monotoring tools (Dynatrace)                                   


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