Senior Application Support Lisboa

Overview

Application Production Support team member is a
- oriented and technically skilled professional able to manage and support critical business applications in a production environment with a special focus on delivering high quality IT Services. The core responsibilities are related with ensuring the required stability, availability and performance for the applications under the team scope. Also, the incident resolution in a timely manner collaborating with internal (Development/Infrastructure teams) or external stakeholders (Service Providers) to drive
- term solutions.

Responsibilities

• Monitor and maintain the Application at the scope ensuring high availability and performance.
• Actively collaborate in incident management (e. g. , participate in Situation Rooms for P1/P2 INCs, RCA), problem resolution (identify incident trends & participate for definitive solutions). Also, ensure the implementation and compliance of ITIL Governance within IT Production (SLAs).
• Execute change requests and deployments following ITIL & Dev
  Ops tools and processes.
• Proactively identify and resolve technical issues to ensure smooth business operations.
• Participate in
  - call rotations and ensure 24/7 availability for critical applications.
• Serve as a point of contact for the Development team, troubleshooting issues and coordinating fixes.
• Work closely with Scrum teams to design, deploy, and enhance systems.
• Implement upgrades, patches, and new functionalities while ensuring minimal impact on users.
• Maintain and update technical documentation for processes, configurations, and troubleshooting guides.
• Share best practices and knowledge with the global support team to improve efficiency.
• Implement and optimize monitoring tools within production environment (e. g. , Dynatrace).
• Collaborate with development and other relevant stakeholders (Centers of Expertise) to define effective observability and monitoring practices.
• Act as a promoter for awareness of observability aiming the early detection and resolution of potential issues.

Qualifications

• API, Application Servers & Kubernetes
• Java application servers (Red Hat JBoss EAP) and Java knowledge (heap and thread dump analysis, performance optimization)
• Open
  Shift & Cloud (Kubernetes)
• API gateway integration (Axway/APIgee)
• RHEL Linux OS
• Dynatrace and other monitoring/observability tools (Jaeger, Grafana, Prometheus, ELK)
• CI/CD setup & optimization (Git
  Lab, Argo
  CD, Jenkins, Nexus/Sonatype)
• Ansible and/or Terraform
• Relational DBs (MS SQL Server; Postgre
  SQL)
• Fluent in Portuguese and English

Note: This description reflects the responsibilities and qualifications for the role and does not include
- essential boilerplate.