L1/L2 Tech Support

act digital; Porto; Presencial; EUR 35 000 - 55 000; Tempo integral

Resumo da oferta

A software development company in Porto, Portugal is seeking a Mid-Senior Level professional for a full-time role in Engineering and Information Technology. The candidate will monitor pricing batches, ensure production SLA compliance, and manage documentation and training for support processes. Required skills include SQL and functional financial knowledge, with Power BI knowledge as an advantage. This role is only for residents in Portugal or those with EU citizenship.

Qualificações

• Requires knowledge of SQL for data management.
• Understanding of financial concepts is essential.
• Knowledge of Power BI is an advantage.

Responsabilidades

• Monitor daily pricing batches and ensure adherence to SLAs.
• Generate daily production reports and provide status updates.
• Analyze issues, identify root causes, and escalate as necessary.
• Create and update ICD/ICQ when SLAs are breached.
• Collect business project test requirements and execute pricing stress tests.
• Suggest improvements to the support process.
• Maintain documentation for support tasks.
• Oversee 1st level support handover and provide training.

Conhecimentos

SQL

Functional financial knowledge

Power BI knowledge

Descrição da oferta de emprego

Responsibilities

• Monitoring of daily pricing batches ensuring respect of production SLA (Service Level Agreement);
• Daily reporting of Production Level 1 and subsequent status updates;
• Analysis of issues to identify problem root cause and escalation to the applicable team for resolution, following up till closure of issue;
• ICD/ICQ creation & update when SLAs are breached;
• Collecting business project team Test requirements and executing associated pricing Stress tests in Test environment;
• Suggesting improvements to the support process;
• Updating & maintaining documentation on support tasks;
• Define and manage handover of 1st level support to RMPS (Risk Monitoring Production Support), including creation of operational procedures and training for RMPS

Requirements

• SQL;
• Functional financial knowledge;
• Power BI knowledge advantageous;
• Required to reside in Portugal or hold an European Union Citizenship

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Engineering and Information Technology

Industries

Software Development