Application Production Support Technician

Caixa Mágica Software; Portugal; Presencial; EUR 32 000 - 52 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Tech equipment

SIM Card

Personal smartphone

Health and Life Insurance

Social events

Training in latest technologies

Coffee, fruits and snacks

Resumo da oferta

Caixa Mágica Software is seeking an Application Production Support Technician to ensure smooth operation of our critical business apps, resolve issues, and support end-users across EMEA. You will manage incidents, perform RCA, and coordinate deployments in a fast-paced finance environment.

You will work with SQL Server, SSAS/SSRS, monitoring tools, and scripting (Python/PowerShell) to automate tasks, reduce manual work, and improve service delivery.

Qualificações

• Proven experience in application and user support within a high-pressure production environment.
• Strong knowledge of ITIL processes and experience with ServiceNow.
• Hands-on experience with SQL Server, SSAS/SSRS, and monitoring tools.

Responsabilidades

• Incident & Problem Management across EMEA locations.
• Tier 2/3 support for PnL applications during business hours and on-call rotation.
• End-to-End ownership: troubleshoot and resolve incidents with minimal downtime.
• Conduct root cause analysis to implement permanent solutions.
• Coordinate releases and ensure rigorous testing for deployments.
• Automate processes to reduce manual intervention and increase scalability.
• Lead small PoCs to improve efficiency and reduce costs.
• Act as liaison between Infrastructure, App Development, Security and Business lines.
• Maintain knowledge base with SOPs and guides.
• Coordinate global support between London and other hubs; provide training.

Conhecimentos

ITIL processes

ServiceNow

Python

PowerShell

Automation

Ferramentas

SQL Server

SSAS

SSRS

ClickHouse

Dynatrace

Geneos

Autosys

Crontab

Descrição da oferta de emprego

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.

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.