Application Support (m/f/d)

Descrição

Knower™ Tech is a brand belonging to the Wellow™ Group that aims to match professionals and the market. Our client is a banking company looking for a Application Support.

Main Responsibilities:

• Technical support on company applications, both locally developed and third parties internally hosted
• Production support on file transfer
• Internal end user/external counterparties support/communications

Main Activities:

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 by:

• 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

Main Tasks:

Support Tasks

• 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

Requisitos

Technical Skills:

• Previous Bank experience is a nice to have
• 3/4 years’ experience in production application support
• Proficient relational database concepts’ knowledge
• Advances beginner: Web, Desktop, Batch Applications architecture concepts’ knowledge
• Advances beginner: Infrastructure concepts’ knowledge

Soft Skills:

• 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, analysing 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 in order to take the appropriate actions
• Proactivity: be able to anticipate issues or new technical requirements thus addressing to the appropriate teams/colleagues

Observações

WE SAY HELLO TO EVERYONE!

We believe that talent overcomes age, gender identity, ethnicities, political or religious orientations, overcomes barriers of expression, education levels and physical limits. Our commitment is to the merit of those who seek to be a better version of themselves every day! For this reason, we seek to ensure that our recruitment and selection process is inclusive and respects the individuality of each person, creating a healthy and happy experience for those who come across us. Find out more about our commitment at www.wellowgroup.com!