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