L1/L2 Tech Support

L1/L2 Tech Support
Viseu
Viseu, Viseu District, Portugal

Location : Porto - 2x (week)

Responsibilities

• Understand the functional workflow;
  
  
  
  
• Monitoring of daily pricing batches ensuring respect of production SLA (Service Level Agreement);
  
  
  
  
• Daily reportingof Production Level 1 and subsequent status updates;
  
  
  
  
• Analysisof issues to identify problem root cause and escalate to the applicable team for resolution, following up till closure of issue;
  
  
  
  
• ICD/ICQ creation & update when SLAs are breached;
  
  
  
  
• Collecting business project team Test requirements and executing of associated pricing Stress tests in Test environment;
  
  
  
  
• Suggesting improvements to the support process;
  
  
  
  
• Updating& maintaining documentation on support tasks
• Define and manage handover of 1st level support to RMPS (Risk Monitoring Production Support), including creation of operational procedures and training for RMPS

Requirements

• SQL;
  
  
  
  
• Good communication skills;
  
  
  
  
• English speaking/writing;
  
  
  
  
• Functional financial knowledge;
  
  
  
  
• Power BIknowledge advantageous;
  
  
  
  
• Requiredto reside in Portugal or hold an European Union Citizenship;