Risk Customer Support

Alpineo Consulting; Lisboa; Hybrid; EUR 30,000 - 46,000; Full time

Job summary

Alpineo Consulting in Lisbon is seeking a Risk Customer Support professional to join a team supporting business-critical applications within the Financial Markets environment.

You will act as the first point of contact for customers, manage and resolve tickets end-to-end, analyze incidents, and coordinate monthly customer committees, with hybrid work and 2 days onsite per week.

Qualifications

• Proven experience in production/support of business-critical applications.
• Strong knowledge of Financial Markets and related processes.
• Advanced SQL and Linux/Unix knowledge for troubleshooting.
• Experience with ticketing tools and incident/change management.

Responsibilities

• Act as the first point of contact for customers, providing functional and technical support.
• Manage and follow up on support tickets from opening to resolution with clear communication.
• Analyse production incidents and identify root causes.
• Perform Level 1 technical troubleshooting and problem resolution.
• Investigate issues using SQL and Linux/Unix environments.
• Handle reporting, data extraction and configuration requests.
• Produce operational reports and monitor support KPIs.
• Prepare incident reports and follow up on corrective actions.
• Organise monthly customer committees and coordinate crisis calls when required.
• Support internal projects during new releases and production rollouts.
• Manage application version changes and assess risks and impacts.
• Coordinate with external partners involved in support activities.
• Develop monitoring tools to optimise support activities and improve alerting practices.
• Create and maintain knowledge base and support documentation.

Skills

Production support

Financial markets knowledge

SQL

Linux/Unix

Incident management

Jira

Shell scripting

Tools

Jira

MQ

CFT/IBM B2B

Job description

We are looking for a Risk Customer Support professional to join a team supporting business-critical applications within the Financial Markets environment.

Main Tasks & Responsibilities

• Act as the first point of contact for customers, providing functional and technical support.
• Manage and follow up on support tickets from opening to resolution, ensuring clear and regular communication with customers.
• Analyse production incidents, identifying functional and technical root causes.
• Perform Level 1 technical troubleshooting and problem resolution.
• Investigate application and data-related issues using SQL and Linux/Unix environments.
• Handle reporting, data extraction and application configuration requests.
• Produce operational reports and monitor support KPIs.
• Prepare incident reports and follow up on corrective action plans.
• Organise and facilitate monthly customer committees and coordinate crisis calls when required.
• Support internal project and development teams during new releases and production rollouts.
• Manage application version changes, analysing associated risks and potential impacts.
• Support the integration and maintenance of applications within customer environments.
• Define and maintain operational and support procedures.
• Coordinate with external partners involved in support activities.
• Develop or improve control and monitoring tools to optimise support activities.
• Contribute to continuous improvement of monitoring, measurement and alerting practices.
• Create and maintain the knowledge base and support documentation.

Technical Skills

• Strong experience in Production Support / Application Support, preferably supporting business-critical applications.
• Strong knowledge of Financial Markets and related business processes.
• Advanced SQL, including hands-on experience investigating data and application issues.
• Good knowledge of Linux/Unix environments.
• Experience with Jira or similar ticketing tools.
• Good understanding of Incident, Problem and Change Management processes.
• Experience with monitoring and operational support tools.
• Shell scripting knowledge is a plus.
• Knowledge of messaging/file transfer technologies such as MQ, CFT or IBM B2B is a plus.

Languages

• Fluent Portuguese, written and spoken.
• Fluent English, written and spoken.
• French is a strong plus.

Work Model

Hybrid: 2 days per week onsite

Working hours: 6:00 AM – 3:00 PM (Portugal time)