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.
This team is also responsible for maintaining, guaranteeing, and improving the current service provided by the transversal applications by identifying root causes, suggesting, and implementing improvements on the current processes. The team strictly follows ITIL practices in their daily activities.
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 into production. Moreover, it participates in the definition and implementation of projects to reduce support activity needed on critical systems.
Requirements: At least 5 years of 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 inquiries according to urgency while maintaining a positive outlook
Problem-solving: consider issues by gathering relevant information, analyzing data, and evaluating alternatives to find tactical solutions
Strong analytical skills: break down problems into components by identifying relevant issues and recognizing connections
Responsiveness: promptly address needs based on understanding their priorities and constraints
Autonomy: manage own work to take appropriate actions
Proactivity: anticipate issues or new technical requirements and address them to the appropriate teams/colleagues
Responsibilities: Technical support on applications, both locally developed and third-party internally hosted
Internal end-user/external counterparties support/communications
Main Activities: Monitoring the application status
Monitoring the infrastructure server resources
Replying to and taking charge of incoming phone calls or ITSM support/incident tickets
Tracking all incoming requests on the ticketing system
Updating the progress of the execution of all tasks in the ticketing tools
Assessing the priority of incoming requests involving key people who might help define it
Performing the analysis, planning all technical tasks required, and executing them
Defining tactical solutions to resume processes as quickly as possible
Contributing to identify the incident root cause
Engaging the proper escalation path for all situations
Adopting global and departmental guidelines, IT best practices, and IT Security recommendations
Guaranteeing on-call availability during required time windows or weekends for extraordinary activities
Acting as the first point of contact for all tasks/enquiries related to production
Managing communication with internal end-users and external clients for the topics in scope
Main Tasks: Support the business in their IT needs and understand the business workflows and scenarios
Maintain proper coverage during designated shifts
Voluntarily pick up work and tasks as received over email, phone, or in person
Provide updates to business, team members, and other project/task partnering teams on the issue/task/project
Understand the underlying issue and the associated patch fix/release and identify systemic issues
Contribute towards better post-release checkouts
Improve day-to-day tasks by writing scripts and automating procedure-oriented tasks
Availability to work during holidays/weekends as per pre-defined needs and on a rotational basis with the rest of the team
Qualifications Technical Skills:
ITIL
Linux Red Hat
DevOps Tool Chain (Jenkins, etc.)
Oracle Exadata
ETL (IBM Data Stage preferable)
CFT
Autosys
Dynatrace
Soft Skills:
Autonomous and proactive person
Team player
Think outside the box and come up with new ideas/improvements for processes
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