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Application Support Engineer/ Lead - M/F (M/F)

Michael Page Portugal

25.05.2021 | Lisboa | Referência: 2022581


Application Support Engineer/ Lead - M/F  (m/f)

Referencia: JN -022021-2172786
Adicionado em 25.05.2021
Sobre os nossos clientes
Our client is a global company with a CoE in Lisbon.

Descriçăo da oferta

This role reports to the European IT Operations Manager and will join a team that provides support for all European applications within the company IT application portfolio.


Operations & Service Delivery

  • Responsible for monitoring and maintaining the health of European applications to ensure availability, performance, and capacity service levels are met and maintained
  • Maintains a close working relationship with users, third parties, vendors and stakeholders by assisting with enquiries related to application operations, issues, and workflows
  • Prepares metric reports on application performance and availability, ticket trends, recurring incidents and how these measurements reflect against target SLAs. Put forward recommendations for service improvements

Incident & Problem Management

  • Manages the resolution of major operational Incidents to restore service as soon as possible and minimize business disruption
  • Coordinates the restoration of service activities for any major critical application incidents
  • Acts as a single point of contact during critical incidents, providing effective and timely communication to all impacted stakeholders
  • Prepares comprehensive post-incident reports that communicate the full extent and impact of service disruptions as well as remedial actions
  • Defines, develops and provides an application problem analysis and resolution service for complex application problems in collaboration with business users and internal or external support teams supporting the application
  • Acts as the owner of root cause analysis and preventative efforts for all critical or recurring incidents. Ensures all tasks related to problem investigations have clear owners and are followed through to resolution
  • Manages the BAU backlog for the defects as part of the root cause analysis activities

Knowledge Management

  • Ensures all application support related documents and artefacts are kept up to date and maintained in various knowledge repositories
  • Supports the transition of IT projects from delivery to operational readiness via support model definition and knowledge transition activities


  • Manage the stakeholders and the communication for all IT support related activities
  • Develop and enforce procedures and documentation for application support


  • Should possess general knowledge of software development principles, database management, middleware and server configuration
  • Demonstrates strong analytical thinking and the ability to solve complex technical problems across multi-tiered enterprise applications
  • Has a passion for customer service and understands the value of delivering quality application services
  • Comfortable interacting with senior management and stakeholders on a day-to-day basis. This includes representatives of other IT teams, business units, and external 3rd-party service providers
  • Possesses excellent written and verbal communication skills, with an emphasis on the ability to translate complex technical issues into language easily understandable to business stakeholders
  • The ability to act as an escalation point for third party IT teams and business stakeholders alike
  • Microsoft Azure Fundamentals and/or basic knowledge on any Azure technologies
  • ITIL exposure
  • Ability to write and execute SQL queries and create custom reports
  • Familiar using monitoring tools
  • Good experience managing web based applications, webservices and distributed applications

Job Offer

Join a leading growing company.

O que procuramos
Application Support, ITIL, Azure
Contacto da Michael Page
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