Application Production Support

Company DescriptionAlter Solutions Portugal is an IT Consultancy Company, promoter of Digital Transformation, part of the Alter Solutions Group, created in 2006, in Paris.In 2022, Alter Solutions joined the act digital group, constituting a global community of talent in Technology, with presence in twelve countries: Germany, Belgium, Brazil, Canada, United States of America, Morocco, Spain, France, Luxembourg, Poland, Portugal and Serbia. Also in 2022, we were certified as a Great Place to Work.In Portugal, we partner with over 120 clients and a team of over 500 people, working in projects for industries as diverse as banking, insurance, transportation, aviation, energy, and telecom.Headquarters of the Nearshore IT center, Alter Solutions Portugal has a dedicated team of around 30 specialized professionals, integrated into projects with several internationally renowned clients.Job DescriptionThe 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 experienceTeamwork attitude: work cooperatively toward a common objectiveAccuracy: manage details to fully achieve required objectives and safeguard the contextStress 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 thinkingProblem solving: consider issue by gathering relevant information, analyzing data, evaluating alternatives to find out tactical solutionsStrong analytical skills: break down problems into components by identifying relevant issue and recognizing connectionsResponsiveness: promptly address needs based on understanding their priorities and constrainsAutonomy: manage own work in order to take the appropriate actionsProactivity: be able to anticipate issues or new technical requirements thus addressing to the appropriate teams/colleaguesResponsibilities:Technical support on applications, both locally developed and third parties internally hostedInternal end user/external counterparties support / communicationsMain Activities: Monitoring the application statusMonitoring the infrastructure server resourcesReplying and taking in charge the incoming phone calls or ITSM support/incident ticketsTracking all the incoming requests on the ticketing systemUpdating the progress of the execution of all tasks in the ticketing toolsAssessing the priority of the incoming requests involving the key people who might be helpful define itPerforming the analysis, planning all technical tasks required and executing themDefining tactical solutions to resume processes as quick as possibleContributing to find out the incident root causeEngaging the proper escalation path for all situationsAdopting the global and departmental guidelines, IT best practices and IT Security recommendationsGuaranteeing the on-call availability during the required time windows or at the weekend for extraordinary activitiesActing as the first point of contact for all tasks/enquiry related to productionManaging the communication with internal end-users and external clients for the topics in-scopeMain Tasks:Support the business in their IT needs and understand the business workflows and scenariosMaintaining a proper coverage in their designated shiftVoluntarily picking up work and tasks as received over email, phone or in personProvide 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 issueContribute 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 teamQualificationsTechnical Skills:ITILLinux red hatTroubleshooting incidentsDevops tool Chain (Jenkins,…)Oracle ExadataETL (IBM Data Stage preferable)CFTAutosysDynatraceCloud conceptsSoft Skills:Good communication skillsAutonomous and proactive personTeam playerThink out-of-the box and come up with new ideas/ improvements for the processesLanguage Skills:English fluency (mandatory)