It Application Support Engineer

Member of Application Support Team responsible for ensuring systems availability and fast recovery in case of failures. Effectively manage and communicate IT service recovery. Manage the queue of bug fixes and small improvements with suppliers, coordinating the implementation of changes to applications and impacts on the production environment.

Key Responsibilities

·       Act in the recovery of IT services, involving all teams responsible for solving a production problem, including external vendors

·       Facilitate Business Engagement and Management Escalation Calls

·       Maintain oversight of in-flight incidents

·       Align with QA and business areas the schedule for testing against planned bug fixes

·       Identify points of improvement in the support process and address actions that can increase efficiency

·       Provide visibility to the Business Areas of problems occurring in a productive environment that may lead to impacts for end customers or the availability of critical services

·       Plan and coordinate changes in the productive environment according to the Change Management Framework

·       Build and maintain effective working relationships with IT Service Owners, Business partners and Vendors

·       Background of at least 5 (five) years of previous experience working within the IT Application Suport discipline

·       Working knowledge of Windows and Unix environment (SQL Server, Oracle, Control-M, MQ, Jira, G3, Nexus, Service Now, Splunk), including Web applications

·       Working knowledge of IT Incident Management lifecycle events

·       Ability to communicate complex incident details in a manner that is consumable by Senior Executive Management

·       Ability to drive technical resolution of incidents under pressure

·       Provide 24x7 support on a rotation with the team

·       Advanced knowledge of brazilian financial market and products

·       Language skills: Advanced English is required and Spanish is a plus