Application Production Support Lisboa

Application Production Support
Lisboa
Lisboa, Lisboa, Portugal

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 DTS - 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 company's 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
- 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
- users and external clients for the topics
- scope

In addition to the daily application support activity, the Application Support team contributes to the definition of
- 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.

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
- release checkouts

Improving day to day tasks by writing scripts and automate tasks that are procedure oriented

Technical Skills:

Knowledge and experience with Red
Hat 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, No
SQL, File Storage)

Knowledge and experience with Database / Oracle Exadata /// ETL ( IBM DATA STAGE )

Experience in Continuous Delivery context, Industrialization/automatization od deliveries, deployments, rollbacks.

Language Skills:

English - 3 - Expert