Application Production Support

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.

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.

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

Requirements:

• At least 5 years-long experience
• 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, analyzing 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

Responsibilities:

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

Main Activities:

• 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 the business in their IT needs and understand the business workflows and scenarios
• Maintaining a proper coverage in their designated shift
• Voluntarily picking up work and tasks as received over email, phone or in person
• 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 post-release checkouts
• Improving day to day tasks by writing scripts and automate tasks that are procedure oriented
• Availability to work during Holidays / Weekends as per pre-defined needs and on a rotational basis with the rest of the team

Requirements

Technical Skills:

• ITIL
• Linux red hat
• Troubleshooting incidents
• Devops tool Chain (Jenkins,…)
• Oracle Exadata
• ETL (IBM Data Stage preferable)
• CFT
• Autosys
• Dynatrace
• Cloud concepts

Soft Skills:

• Good communication skills
• Autonomous and proactive person
• Team player
• Think out-of-the box and come up with new ideas/ improvements for the processes

Language Skills:

English fluency (mandatory)