Application Support Analyst

For our IT Shared Service Center (SSC), which is in charge of managing all mutualized IT activities (Business applications, production monitoring, and project management) of served countries is growing rapidly in Prague (Czech Republic),we are looking for Application Support who will support our local team providing the TSP services and help building the trust and application competence of the SSC team in the region.
 
The Application Support Analyst is responsible for daily tasks concerning the application support of COP and TSPs, the environments on which these applications operate, as well as underlying communication with involved parties and stakeholders. Her/She will help to ensure the proper functioning of the applications for users coming from several countries of the continental Europe.
 
The Application Support Analyst will liaise on daily basis with:

• Application Manager for COP and TSP
• internal clients in the countries
• ONECOP development team in Prague
• TSP team based in head-office (France)
• Meet SLAs like response and resolution times by partnering within L1 and L3 Support teams

This role covers following activities

• Be technical support and maintenance of COP and TSP applications in TEST – configuration, installation and testing of the new versions

• Application L2 support of COP and TSP applications in PRE-PROD and PROD using service management tools (JIRA, ServiceNow)

• Help resolve software and technical questions for the customer efficiently and effectively

• Gather the required information necessary in order to best handle customer software and technical inquiries

• Manage customer expectations regarding estimated response times for issue resolution

• Meet SLAs like response and resolution times by partnering within L2 and L3 Support teams

• Extensively research and document customer technical issues

• Collaborate with SSC team members to properly manage customer inquiries and escalate when appropriate

• Partner with Technical Support team members on various strategic projects when needed

• Run monitoring reports for usage, performance, and/or availability

• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team

Your profile

• Knowledge of web and application servers (Apache, Tomcat, WebSphere)

• At least 2 years of experience in application or system support position

• Knowledge of ITIL, and especially incident management and problem management

• Experience with Splunk, Dynatrace, Witbee (or other analysis & monitoring tools)

• Knowledge of Linux at least on basic administration level

• General understanding of Java based applications (basic troubleshooting)

• Knowledge of bash scripting, Python is an advantage

• Ability to communicate in Czech and English languages (written & spoken)

• Analytical and logical thinking, good organizational skills

• Very good communication skills

• Experience in international environment is a plus

What we offer

• Possibility to work in a dynamic and professional team in an international company with a strong background.
• Flexibility in the form of a flexible working week, when you choose the beginning and end of your working hours.
• A wide range of interesting benefits (5 weeks of vacation, sick days, 14,000 points per year to cafeteria for culture, sport, education and other activities; meal vouchers, generous pension contribution, etc.).
• The opportunity to learn from experts in your fields, you can look forward to professional and soft trainings with us. We also offer talent programs or the opportunity to participate in voluntary CSR activities.