AMS Support Engineer Braga

AMS Support Engineer
Braga
Braga, Braga, Portugal

Who is Volkswagen Financial Services?

It's been more than 70 years since Volkswagen Financial Services AG financed the first Volkswagen vehicles in Germany in 1949. A lot has changed since then, but our core goal hasn't; ensuring we meet the mobility needs of the people.

Volkswagen Financial Services today operates in 48 markets through its various subsidiaries, shareholdings, and joint ventures. Volkswagen Financial Services is the largest provider of automotive financial services worldwide.

At VWFS Porto, we are proud to foster a
- equal workplace, where diversity is celebrated, and every individual is provided with equal opportunities to thrive and succeed.

What do we do?

VWFS Porto is a VWFS AG IT hub, and the first outside Germany. Here we will establish a
- term Business & IT company. Our primary goal is to service all European markets in implementing and maintaining contract management systems and another IT projects in other areas. Our focus is on: Core systems, satellite systems (such as document management systems, collection systems) but also extends to integrations, data, and large project organizations. For this we seek a
- on AMS Support Engineer I.

Objectives:

As an AMS Support Engineer I, you will ensure effective service delivery by applying IT processes, managing incidents and service requests independently, maintaining operational stability through deployments, monitoring and configuration activities, and collaborating across teams in full compliance with change management standards.

In this role you will be responsible for:

• Take ownership of incident resolution by troubleshooting and resolving technical issues, escalating when necessary, and ensuring updates to documentation and the knowledge base;
• Independently handle incidents, service requests, and changes in accordance with VWFS processes, ensuring accurate ITSM documentation and SLA compliance;
• Troubleshoot issues in Contract Management Systems (CMS) reported by customers; analyse relevant log snippets (system logs such as queries, error messages, correlated events) to support diagnosis and escalate recurring patterns when necessary;
• Collaborate with cross‑functional teams to resolve issues and support service improvements;
• Ensure customers follow deployment governance by submitting change or deployment requests within the agreed lead time and providing evidence of successful pre‑production validation (such as test results, smoke checks, and sign‑offs);
• Execute deployments in pre‑production and production environments; secure customer deployment slots and update ITSM with outcomes and evidence;
• Perform daily proactive monitoring and health checks using existing tools to detect anomalies early and ensure system stability;
• Actively contribute to knowledge base updates and process documentation;
• Join weekly customer meetings to review incidents and requests, provide status updates, and capture any agreed actions in the ITSM record or knowledge base;
• Maintain clear and professional communication with customers and internal stakeholders;
• Participate in team routines, reviews, and retrospectives to support continuous improvement.

We believe that the right profile for this job should have / be:

• Bachelor’s degree in Computer Science, IT, or related field;
• 3–5 years of experience in a technical support, application support, or IT operations role;
• ITIL 4 Foundation certification (required);
• Working knowledge of ITSM platforms (e. g. , Open
  Text, Service
  Now);
• Familiarity with monitoring tools (e. g. , Dynatrace, Azure Monitor);
• Basic scripting (Power
  Shell) and SQL skills for troubleshooting;
• Familiarity with containerisation concepts and Kubernetes operations (pods, logs, events);
• Relevant industry certifications (e. g. , Linux Foundation LFCA, Comp
  TIA Linux+, LPIC-1) (are preferred);
• Experience contributing to documentation and knowledge management using platforms such as Confluence or Share
  Point;
• Proficiency in English (written and spoken);
• Self‑directed and comfortable with autonomy; manages workload and decisions within agreed guardrails, communicates proactively and seeks alignment rather than permission;
• Strong communication skills and analytical mindset;
• Problem‑solving ability, attention to detail and accountability;
• Adaptability in a fast‑paced environment with good organisational skills;
• Eagerness to improve and contribute to team knowledge and processes.

What we Offer:

• Long-term contract;
• Competitive package including private health insurance, life insurance and meal allowance (pay by meal card);
• Bonuses and benefits depending on performance;
• Schooling allowance and pension scheme;
• Incredible and unique annual company events;
• Opportunity to work on an international project and be part of multicultural and multidisciplinary team;
• Solid performance evaluation and career management methodologies;
• Continuous training – technical and behavioral development.