Application Production Support Technician

Trakstar; Lisboa; Presencial; EUR 30 000 - 54 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health and Life Insurance

Tech equipment + SIM Card + personalスマ

Training in latest technologies

Team events and social gatherings

Office coffee, fruits and snacks

Resumo da oferta

Trakstar is seeking an Application Production Support Technician to ensure smooth operation of critical banking applications in a high-pressure environment. You will manage incidents, perform RCA, and coordinate deployments across EMEA, while driving automation and efficiency through scripting.

Join a dynamic team in Lisbon, working on on-call rotations, with opportunities for training in latest technologies and career growth.

Qualificações

• Experience in application and user support in a high-pressure production environment (preferably Investment Banking).
• Strong knowledge of Microsoft SQL Server, SSAS, SSRS and ClickHouse.
• Deep understanding of ITIL processes (Incident, Problem, Change) and experience with ServiceNow.
• Hands-on experience with monitoring tools (Dynatrace, Geneos) and scheduling tools (Autosys, Crontab).
• Ability to use scripting/automation tools (Python, PowerShell) to improve workflows.
• Fluent in English.

Responsabilidades

• Incident & Problem Management for PnL applications across EMEA during business hours and on-call rotation.
• Respond to and resolve complex incidents and service requests with ServiceNow.
• Perform root cause analysis and implement permanent solutions to prevent recurrence.
• Coordinate releases, ensure testing, and validate connectivity, performance and security controls.
• Design automated processes to reduce manual intervention and scale support.
• Lead PoCs to improve efficiency and reduce costs.
• Liaise with Infrastructure, Application Development, Security and Business owners.

Conhecimentos

SQL Server

SSAS

SSRS

ClickHouse

ITIL

ServiceNow

Monitoring tools

Scheduling tools

Python

PowerShell

English (Fluent)

Ferramentas

Dynatrace

Geneos

Autosys

Crontab

Descrição da oferta de emprego

Overview:

One of the biggest banks in the European Union is seeking an Application Production Support Technician responsible for ensuring the smooth operation of our applications, resolving issues, and providing support to end-users. This role is crucial for maintaining the integrity and availability of our critical business applications in a timely manner.

What will you do?

• Incident & Problem Management
• Tier 2/3 Support: Provide high-level functional and technical support for PnL applications across all EMEA locations during business hours and on call rotation.
• End-to-End Ownership: Respond to, troubleshoot, diagnose, and resolve complex application-related incidents and service requests in a timely manner using ServiceNow, minimizing downtime and impact on business operations. Elaborate post-mortem reports when relevant.
• Root Cause Analysis (RCA): Conduct deep-dive analysis into recurring issues to implement permanent solutions and prevent future business impact.
• Crisis Management: Maintain composure and efficiency in high-pressure, time-sensitive trading environments.
• Deployment Coordination: Analyze change requirements, coordinate releases, and ensure rigorous testing is performed for seamless transitions.
• Implementation: Assist in the implementation of changes to application environments and validate connectivity, performance, and security controls.
• Communication: Ensure changes are documented and communicated effectively to all stakeholders.
• Operational Efficiency: Design and implement automated processes (scripting) to reduce manual intervention and increase support scalability.
• Innovation: Lead small-scale pilots or Proof of Concepts (PoCs) to improve operational efficiency or reduce infrastructure costs.
• Stakeholder Liaison: Act as the primary technical interface between Infrastructure, Application Development, Security, and Business-line owners.
• Knowledge Management: Maintain comprehensive SharePoint links, Standard Operating Procedures (SOPs), and FAQ guides in the corporate knowledge repository.
• Global Coordination: Liaise effectively between London and global support hubs to ensure consistent service delivery.
• Training; Conduct training sessions for support teams.

What are we looking for?

• Proven experience in application and user support within a high-pressure production environment (preferably Investment Banking).
• Good working knowledge on Microsoft SQL Server, SSAS, SSRS and Click House.
• Deep understanding of ITIL processes (Incident, Problem, and Change Management) and experience with ServiceNow.
• Hands-on experience with monitoring tools (e.g., Dynatrace, Geneos) and scheduling tools (e.g., Autosys, Crontab).
• Ability to use scripting and automation tools (e.g., Python, PowerShell) to improve workflows.
• Fluent in English.

What can you expect from us?

• A permanent job contract for a long term project;
• Tech equipment + SIM Card + personal smartphone;
• Health and Life Insurance;
• Social events and team buildings;
• The commitment of letting you grow with us, and be rewarded accordingly;
• A dynamic and young team that will be always there to support you;
• Training in the latest technologies;
• Coffee, fruits, snacks and a warm welcoming when you pass by the office.