Назад до пошуку2nd Line Application Support Engineer
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Application Support& інші навички
We are looking for a 2nd Line Application Support Engineer to take full ownership of the Incident Management process across the projects involved, including all major incidents that require escalation and resolution. This role serves as the central point of contact throughout the incident lifecycle, coordinating with clients and technical teams to ensure timely resolution and continuous process improvement.
Чим ви будете займатися у цій ролі
- Lead, drive, facilitate and chair investigation activities, meetings and conference calls with clients and support teams
- Act as the single point of contact for any incident reported until resolution
- Communicate and coordinate with clients and stakeholders throughout the incident lifecycle
- Update stakeholders on incident status on a regular basis
- Engage the respective team, person or subject matter expert to assist in resolving incidents
- Perform root cause analysis in line with contractual SLAs
- Conduct retrospective calls with clients and stakeholders
- Maintain administration work and reports, including contact information, technical diagrams and post major incident reviews
- Support process improvements and knowledge base development
- Develop and maintain tools and resources to manage major incidents effectively
- Compile periodic major incident metrics reports
- Establish procedures and policies for technical support team operations
Навички
- 2+ years of experience in application or technical support
- English proficiency at B2+/C1 level
- Excellent communication and presentation skills with strong customer-centricity across all client levels
- Experience in KPI monitoring and reporting
- ITIL certification (or equivalent hands-on experience)
- Capability to lead teams, drive activities within tight timeframes and work under pressure
- Methodical approach with strong attention to detail and analytical problem-solving skills
- Familiarity with Windows/Linux server platforms including troubleshooting, monitoring, scripting and access to configuration files
- Familiarity with networking concepts including load balancing, HTTP/TLS/SSL protocols and general architectural topology
- Familiarity with one database technology among Oracle, MySQL, Postgres or MS SQL including troubleshooting, monitoring and tuning
- Familiarity with monitoring tools such as Observability, Grafana and Dynatrace
Буде перевагою
- Familiarity with GCP for managing applications in Cloud environments
- Experience in CI/CD with Jenkins or similar tools
- Background in operational Major Incident Management