Application Production Support

Decskill; Portugal; Hybrid; EUR 42,000 - 64,000; Full time

Job summary

Decskill is hiring an Application Production Support professional to join a cross-functional IT team delivering Tier 2/3 support for critical P&L applications across EMEA. You will ensure high availability, respond to incidents, perform root cause analysis, and drive automation and process improvements.

The role requires strong technical knowledge (SQL Server, SSAS/SSRS, ClickHouse), ITIL processes, and hands-on experience with ServiceNow, Dynatrace, Geneos, Autosys, and Crontab.

Qualifications

• Proven experience in application and user support within a high-pressure production environment.
• Good working knowledge of Microsoft SQL Server, SSAS, SSRS, and ClickHouse.
• Strong understanding of ITIL processes (Incident, Problem, Change).
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Experience with monitoring tools (Dynatrace, Geneos).
• Scheduling tools like Autosys and Crontab.
• Ability to use scripting/automation tools (Python, PowerShell) to improve workflows.
• Strong troubleshooting and analytical skills with root cause analysis.
• Ability to work under pressure in business-critical production environments.
• Fluent English is mandatory.

Responsibilities

• Provide Tier 2/3 functional and technical support for critical applications across EMEA.
• Ensure operation, availability and integrity of critical business apps supporting daily trading activities.
• Respond to and resolve incidents and service requests using ServiceNow.
• Own incidents end-to-end to minimize downtime and impact.
• Conduct root cause analysis and implement permanent fixes.
• Prepare post-mortem reports documenting causes and actions.
• Lead changes, coordinate releases and ensure proper testing.
• Document SOPs, FAQs, and knowledge resources.
• Collaborate with Infrastructure, Development, Security and Business teams.

Skills

Fluent English

Strong communication

Stakeholder management

Problem solving

Automation scripting

Tools

Microsoft SQL Server

SSAS

SSRS

ClickHouse

ServiceNow

Dynatrace

Geneos

Autosys

Crontab

Python

PowerShell

Job description

We are growing. And we are looking for talented people.

At Decskill, we believe that technological excellence is driven by human talent.

We are an IT consulting company with more than 10 years of consolidated experience in the market, focused on building long-term relationships with both our clients and our people. Today, we are a community of over 800 professionals, working from Lisbon, Porto, and Madrid, contributing to impactful technology initiatives.

As part of the Astek Group, we combine a strong local culture with a global presence, being active in around 23 countries across 4 continents. This allows us to offer an international context, diverse challenges, and long-term career opportunities, while staying close to our teams.

We are looking for an Application Production Support!

Responsibilities:

• Provide Tier 2/3 functional and technical support for critical P&L applications across EMEA during business hours and on-call rotations.
• Ensure the smooth operation, availability, and integrity of critical business applications supporting daily trading activities.
• Respond to, troubleshoot, diagnose, and resolve complex application incidents and service requests in a timely manner using ServiceNow.
• Take end-to-end ownership of incidents, minimizing downtime and business impact.
• Conduct root cause analysis on recurring issues and implement permanent solutions to prevent future incidents.
• Prepare post-mortem reports when relevant, documenting incidents, root causes, and corrective actions.
• Maintain composure and efficiency when managing incidents in high-pressure and time-sensitive production environments.
• Analyze change requirements, coordinate application releases, and ensure appropriate testing is performed before implementation.
• Assist with the implementation of changes across application environments, validating connectivity, performance, and security controls.
• Ensure changes are properly documented and effectively communicated to relevant stakeholders.
• Design and implement automated processes and scripts to reduce manual intervention and improve operational efficiency.
• Identify opportunities for automation and scalability within application support processes.
• Lead small-scale pilots and Proofs of Concept (PoCs) aimed at improving operational efficiency or reducing infrastructure costs.
• Act as a primary technical interface between Infrastructure, Application Development, Security, and Business teams.
• Maintain comprehensive Standard Operating Procedures (SOPs), FAQs, technical documentation, and knowledge repositories.
• Maintain relevant SharePoint documentation and support resources.
• Collaborate with global support teams to ensure consistent service delivery across different locations.
• Conduct knowledge-sharing and training sessions for support teams when required.

Requirements:

• Proven experience in application and user support within a high-pressure production environment, preferably within the financial or investment banking sector.
• Good working knowledge of Microsoft SQL Server, SSAS, SSRS, and ClickHouse.
• Strong understanding of ITIL processes, particularly Incident, Problem, and Change Management.
• Hands‑on experience with ServiceNow or similar ITSM platforms.
• Experience with monitoring tools such as Dynatrace and Geneos.
• Experience with scheduling tools such as Autosys and Crontab.
• Ability to use scripting and automation tools, such as Python and PowerShell, to improve operational workflows.
• Strong troubleshooting and analytical skills, with the ability to perform deep‑ dive investigations and root cause analysis.
• Ability to work effectively under pressure in business‑critical production environments.
• Strong communication and stakeholder management skills.
• Ability to collaborate effectively with technical and business teams across different locations.
• Strong documentation and knowledge‑management skills.
• Fluent English is mandatory.

Are you looking for an environment that values curiosity and commitment? Here, your contribution has real impact and individual growth is taken seriously.

Find with us the right opportunity to grow!

What you can expect from us:

• Long‑term projects with national and international context (if applicable)
• Opportunities to grow technically and professionally
• A people‑first culture, focused on transparency and trust
• Teams that value ownership, collaboration and stability.

Decskill is committed to equality and non‑discrimination with all our talents. We recruit and promote talent, based on diversity and inclusion, regardless of age, gender, ethnicity, race, nationality or any other form of discrimination incompatible with the dignity of the human being.