IT Application Support - Lisbon, Portugal - CGI

Descrição

Position Description:

CGI is looking for an IT Application Support to join our team.

Your future duties and responsibilities:

•The primary role is to provide Level 1 and Level 2 Application Support for WM applications deployed in European sites.

Main Tasks:

•Handle user reported incidents;

•Perform the solution assistance received directly from user by any channel, such as phone, email, application registered or walk-in;

•Investigate and provide solution assistance requests received from Business Support or Helpdesk (database queries, functional diagnostic, etc.);

•Define a permanent resolution and workaround requirement related to more complex incident requests;

•Scheduling, tests of the delivered programs (quality and performance) with the team in charge of the developments;

•Adhere to APS support shift plan in terms of mailbox, web portal and hotline;

•Ensure batch related issues are attended and resolved on time;

•Perform UAT management, UAT technical tests and production implementation for projects and patch upgrades;

•Escalate timely to Head of APS on possible risks, escalation matters and management issues;

•Ensure Service monitoring, reporting and continuous improvement of the service quality and availability;

•Review and create application Support knowledge documentation;

•Ensure that the all production deliverables are aligned with bank standards and best practices.

Required qualifications to be successful in this role:

Technical Skills:

•Bachelor's degree in computer science, information technology, related to technical field, or equivalent experience;

•Total of 3+ years of experience as first & second-line (Level 1 and Level 2 support) IT Application Support for a business within a fast-paced and competitive environment;

•Applications: User's Oriented, Online Banking, KYC and Clients' attributes systems;

•Operating Systems: Unix, Linux;

•Languages: Java;

•Database: PostgreSQL, Sybase, SQL, Oracle, PL/SQL;

•Other: Autosys, CFT, HTML5, Jira, Kafka, Service Now, WebSphere MQ, Tomcat;

•Methodologies: ITIL.

Soft Skills:

•Critical Thinking;

•Good communication skills;

•Extensive experience in daily verbal and written communication with a diverse group of people: business users, IT teams, managers;

•Detail oriented, analytical and excellent follow through;

•Excellent work ethic, self-starter, autonomous;

•Ability to learn from experience and from informal/formal instructions;

•High level of persistence, can-do attitude, pro-activeness and maturity.

Language Skills:

•English – written and spoken – mandatory.

Skills: