Application Production Support

About Alter Solutions Portugal 🇵🇹

Alter Solutions Portugal is an IT consulting firm driving digital transformation. Part of the Alter Solutions Group, founded in 2006 in Paris, we joined the act digital group in 2022, forming a global tech talent community across 12 countries, including Germany, Belgium, Brazil, Canada, the USA, Morocco, Spain, France, Luxembourg, Poland, Portugal, and Serbia. We're proud to be certified as a Great Place to Work©.

In Portugal, we collaborate with over 120 clients, supported by a team of 500+ professionals. Our work spans diverse industries such as banking, insurance, transportation, aviation, energy, and telecom. As the headquarters of our Nearshore IT center, Alter Solutions Portugal has a dedicated team of roughly 30 specialized professionals integrated into projects with globally recognized clients.

The Role 🧑‍💻

The Application Support team ensures effective and responsive first and second-level support for all applications within its scope. This involves maintaining, guaranteeing, and improving services provided by transversal applications by pinpointing root causes, proposing and implementing process enhancements, and strictly adhering to ITIL practices in daily operations.

Beyond daily support, the team participates in defining non-functional requirements for new applications before production and contributes to projects aimed at minimizing support needs for critical systems.

What We're Looking For 🔎

• At least 5 years of experience in a related field.
• Teamwork: Collaborate effectively towards shared goals.
• Attention to Detail: Manage details to meet objectives and maintain context.
• Stress Management & Self-Control: Maintain productivity and effectiveness in fast-paced environments, handle multiple inquiries based on urgency with a positive attitude.
• Problem-Solving: Gather information, analyze data, evaluate alternatives to develop tactical solutions.
• Strong Analytical Skills: Break down problems into components, identify relevant issues and connections.
• Responsiveness: Quickly address needs based on understanding priorities and constraints.
• Autonomy: Manage your own work effectively and take appropriate action.
• Proactiveness: Anticipate issues or new technical needs and address them with relevant teams/colleagues.

What You'll Do ⚙️

• Provide technical support for applications, both locally developed and third-party, hosted internally.
• Support internal end-users and external counterparties through communication.
• Main Activities:
  • Monitor application and infrastructure server resource status.
  • Respond to and manage incoming phone calls or ITSM support/incident tickets.
  • Track all incoming requests via the ticketing system.
  • Update the progress of all tasks within ticketing tools.
  • Assess the priority of incoming requests, involving key individuals to define it.
  • Analyze, plan, and execute all technical tasks.
  • Develop tactical solutions to quickly resume processes.
  • Contribute to identifying incident root causes.
  • Follow the proper escalation path for all situations.
  • Adhere to global and departmental guidelines, IT best practices, and IT security recommendations.
  • Ensure on-call availability during scheduled time windows or weekends for exceptional situations.
  • Act as the primary point of contact for all production-related tasks/inquiries.
  • Manage communication with internal end-users and external clients on relevant topics.
• Main Tasks:
  • Support the business in their IT needs, understanding business workflows and scenarios.
  • Maintain proper coverage during your designated shift.
  • Proactively take on work and tasks received via email, phone, or in person.
  • Provide updates to business stakeholders, team members, and other project/task partners on issues/tasks/projects.
  • Understand the underlying issue and the associated patch fix/release, identifying systemic issues.
  • Contribute to improved post-release checkouts.
  • Enhance daily tasks by writing scripts and automating procedure-oriented tasks.
  • Be available to work during holidays/weekends on a rotational basis with the team, as per predefined needs.

Qualifications 📚

Technical Skills:

• ITIL
• Linux Red Hat
• Incident Troubleshooting
• DevOps Tool Chain (Jenkins, etc.)
• Oracle Exadata
• ETL (IBM Data Stage preferred)
• CFT
• Autosys
• Dynatrace
• Cloud Concepts

Soft Skills:

• Excellent communication skills
• Autonomous and proactive
• Team player
• Ability to think creatively and propose new ideas/improvements for processes.

Language Skills:

• English fluency (mandatory)

Job Category: AI & Machine Learning (Due to the focus on Automation & ITIL best practices)

We hope to hear from you soon!