Knower™ Tech is a brand belonging to the Wellow™ Group that aims to match professionals and the market. Our client is a banking company looking for a Application Support.

Main Responsibilities:

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


Main Activities:

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 by:

  • 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 Tasks

  • Perform validation between each environment
  • Perform regular reviews of scripts before UAT phase
  • Perform a regular report to Project Manager/Technical Leader of server and application points to improve
  • Proposes and implement optimizations for the project (can be linked to server configuration, rewrite of scripts)
  • Perform a capacity planning for projects at least once a year
  • Ease implementation between project team and SQL expert team (production) to smooth work
  • Provide support to projects regarding definition of solutions
  • Participate on the standardization of practices
  • Participate on the validation of migrations done of servers instances
  • Participate on the evolution of servers tools
  • Provide training for IT staff regarding servers technologies

Incident Management

  • Manage incidents according to Service Delivery GITSDE / ITIL Standards / SLA, and in coordination with other teams, including production teams.
  • Re-instate services as soon as possible whenever an incident occurs

Problem Management

  • Identify recurring Issues and service Request and define action plans to reduce them

Escolaridade mínima: Não se aplica Completo

Technical Skills:

  • Previous Bank experience is a nice to have
  • 3/4 years’ experience in production application support
  • Proficient relational database concepts’ knowledge
  • Advances beginner: Web, Desktop, Batch Applications architecture concepts’ knowledge
  • Advances beginner: Infrastructure concepts’ knowledge

Soft Skills:

  • 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, analysing 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