Senior App Support Lead - Front Office IT Porto

ALTEN; Porto; On-site; EUR 48,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Professional development, career path

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.).

Job description

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