Application Support Lead

ALTEN; Porto; Presencial; EUR 48 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Professional development, career path

Resumo da oferta

ALTEN is seeking an Application Support Lead to join our Porto-based Shared Services Center as part of the Front Office IT department. The role combines a technical leadership position with coordination of support activities, incident management, and team oversight for critical tools including Planview, Salesforce, SmartRecruiters, and internal applications.

You will drive support maturity, monitor SLAs, perform root cause analyses, and collaborate with vendors and internal teams to improve

Qualificações

• 5+ years in application support / business applications.
• Experience in SaaS environments and integrations (REST/SOAP).
• SQL, scripting, or similar technical tools a plus.
• Familiarity with ITIL processes and ITSM tools (e.g., ServiceNow).
• Strong communication and stakeholder management.
• Coaching and knowledge-sharing mindset.
• Analytical thinking and problem-solving skills.
• Willingness to learn and continuously improve.
• French is a plus.

Responsabilidades

• Ensure clear distinction between incidents and service requests.
• Monitor SLAs, resolution times, and service quality.
• Perform root cause analysis and implement corrective actions.
• Support N1 teams and optimize workload distribution.
• Work closely with vendors and internal teams.
• Coordinate support activities within the team.
• Share best practices and support team development.
• Maintain documentation and knowledge base.
• Produce performance and activity reports.
• Identify process improvement opportunities.
• Ensure compliance with best practices (security, GDPR, etc.).

Descrição da oferta de emprego

To support our European intensive growth, the Group has decided to build a large Shared Services Center based in Porto. In this context, within the Front Office IT department, Solution Analysts provide N2 support and operational oversight for critical applications such as Planview (Changepoint / Smart PS), Salesforce, Smart Recruiters and in-house tools.

As part of an initiative to increase support maturity and optimize costs, ALTEN is seeking a Application Support Lead to join its Porto-based organization. This is a permanent, full-time position reporting to the Business Solutions Manager – Front Office IT.

Within the Front Office IT department, you will support critical business applications such as Planview (Changepoint / Smart PS), Salesforce, SmartRecruiters, and internal tools.

This role combines:

• A technical reference role (N2/N3 level)
• A coordination role for support activities and team organization

THE CHALLENGE WE HAVE FOR YOU

You will play a key role in strengthening application support maturity, improving processes, and contributing to operational excellence.

YOUR MISSIONS

• Ensure clear distinction between incidents and service requests
• Monitor SLAs, resolution times, and service quality
• Perform root cause analysis and implement corrective actions
• Support N1 teams and optimize workload distribution

Technical Expertise – PPM / Applications

• Support and maintain business applications (Planview/Changepoint or similar tools)
• Manage configurations, integrations, and system performance
• Handle complex incidents (N2/N3 level)
• Work closely with vendors and internal teams
• Coordinate support activities within the team
• Share best practices and support team development
• Maintain documentation and knowledge base
• Produce performance and activity reports
• Identify process improvement opportunities
• Ensure compliance with best practices (security, GDPR, etc.)

PROFILE

• Around 5+ years in application support / business applications
• Experience in SaaS environments and integrations (REST/SOAP)
• Knowledge of SQL, scripting, or similar technical tools is a plus
• Familiarity with ITIL processes and ITSM tools (e.g., ServiceNow)
• Strong communication and stakeholder management
• Coaching and knowledge-sharing mindset
• Analytical thinking and problem-solving skills
• Willingness to learn and continuously improve
• French is a plus

PERKS

• Health insurance,
• Professional development, career path and growth opportunities.