Application Client Support em Lisboa, Portugal

Timestamp Group aggregates several leading Portuguese IT solutions and services companies around the concepts of excellence and knowledge sharing. We are committed to technological leadership, based on the quality of our service and technological solutions, supported by continuous training and certification.

Responsibilities:

• Provide front line support and act as primary contact;

• Communication and tracking of tickets from opening to closure;

• Analyse production incidents and identify functional or technical root causes;

• Log all questions, incidents, problems and requests with accurate and complete information;

• Perform first level technical troubleshooting and problem solving;

• Fulfil reporting, data extraction and application configuration requests;

• Produce operational reports and KPI follow-up for the supported scope;

• Provide ongoing, regular updates to customers to keep them appraised of progress toward problem resolution;

• Support internal project and development teams during new product releases roll out;

• Drive continual improvement into monitoring/measurement/alerting practices and tools;

• Organisation and facilitation of monthly customer committees;

• Implementation and creation of customer crisis calls;

• Preparation of incident reports and follow-up on action plans;

• Carry out customer technical assistance and support;

• Create and maintain knowledge base to formalize support procedure;

• Identify recurring incidents and propose permanent corrective or preventive actions;

• Improve monitoring, alerting, controls and service observability;

• Automate repetitive operational controls where appropriate and maintainable;

• Contribute to process optimisation, service industrialisation and operational best practices;

• Share knowledge and support the development of less experienced team members;

• Integrate client products into customer environments;

• Manage version changes of products;

• Analyse risks and impacts of changes;

• Define operating procedures;

• Communicate incident reports;

• Maintenance of business and technical components;

• Pilot the external partners;

• Develop control tools that help optimize support tasks.

Main Skills:

• Strong analytical and structured problem-solving skills;

• Strong Financial Markets functional knowledge;

• Experience in Production Support or Application Support for business-critical systems;

• Understanding incidents, problems and change management processes;

• Experience with ticketing (Jira), monitoring and operational support tools;

• Shell scripting (not mandatory);

• Advanced SQL knowledge and practical experience investigating data issues;

• Good knowledge of Linux/Unix environments;

• Messaging systems MQ/CFT/IBM B2B (not mandatory);

Language Skills:

• Fluent English/Portuguese, written and spoken

Employee Benefits:

• Health insurance
• Flexibility in organizational routine
• Training and certifications
• Employee Support Program (in 5 areas, including psychology)
• Birthday and seniority gifts
• Monthly Happy Hour
• Benefits portal with attractive offers