Company Description
Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good.
Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility.
Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.
Job Description
The goal of the Application Support team is to ensure an effective and responsive first and second level of support for all the applications under its scope. The candidate will provide application support within the Banking and Financing Services area for the DTS - IT DIGITAL team. Will be dedicated to Data applications, so some knowledge in ETL and Oracle is essential.
This team is also responsible to maintain, guarantee and improve the current service provided by the transversal applications by identifying root causes, suggest and implement improvements on the current processes. The team also following strictly the ITIL practices on their daily activities.
RESPONSIBILITIES
Technical support on company's applications, both locally developed and third parties internally hosted
Internal end user/external counterparties support / communications
MAIN ACTIVITIES
Managing Incidents, crisis calls, communications and ensure optimal resolution of incidents within SLAS in place
Monitoring the application status
Monitoring the infrastructure server resources
Replying and taking in charge the incoming phone calls or ITSM support/incident tickets
Tracking all the incoming requests on the ticketing system
Updating the progress of the execution of all tasks in the ticketing tools
Assessing the priority of the incoming requests involving the key people who might be helpful define it
Performing the analysis, planning all technical tasks required and executing them
Defining tactical solutions to resume processes as quick as possible
Contributing to find out the incident root cause
Engaging the proper escalation path for all situations
Adopting the global and departmental guidelines, IT best practices and IT Security recommendations
Guaranteeing the on-call availability during the required time windows or at the weekend for extraordinary activities
Acting as the first point of contact for all tasks/enquiry related to production
Managing the communication with internal end-users and external clients for the topics in-scope
In addition to the daily application support activity, the Application Support team contributes to the definition of non-functional requirements that a new application must respect before going in production. Moreover, it participates in the definition and implementation of projects to reduce support activity needed on critical systems.
Main Tasks:
- Support the business in their IT needs and understand the business workflows and scenarios
- Provide business, team members and other project/task partnering teams’ updates on the issue/task/project
- Understand the underlying issue and the associated patch fix/release and identify systemic issue
- Contribute towards better post-release checkouts
- Improving day to day tasks by writing scripts and automate tasks that are procedure oriented
Qualifications
Technical Skills:
- Knowledge and experience with RedHat Linux // Good IT infrastructure knowledge (capacity to request infra construction/support L3)
- Application Performance Monitor (Dynatrace preferable)
- Cloud Experience Kubernetes e cloud managed services (AWS, Azure or IBM Cloud), middleware (VIP, WAF, RDBMS, NoSQL, File Storage)
- Knowledge and experience with Database / Oracle Exadata /// ETL ( IBM DATA STAGE)
- Experience in Continuous Delivery context, Industrialization/automatization od deliveries, deployments, rollbacks.
Language Skills:
- English