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.
Informace o pozici
- Společnost
- BNP Paribas Cardif
- Address
- Boudníkova 2506/1, Praha – Libeň
- Required education: Secondary education or professional training with a school-leaving exam
- Required languages: English (Advanced)
- Salary
- Salary: 60 000 – 75 000 CZK / month
- Benefits: Bonuses, Cell phone, Notebook, Flexible start/end of working hours, Meal tickets / catering allowance, Holidays 5 weeks, Educational courses, training, Cafeteria, Refreshments on workplace, Contribution to sport / culture / leisure, Education allowance, Sick days, Occasional work from home, Individual schedules of working hours
- Listed in: IS/IT: Consultations, analyses, and project management, IS/IT: System and HW administration, IS/IT: Application and system development, IT Analyst, IT Consultant, Operating system and network administrator, Application SW administrator
- Employment form
- Employment form: Full-time work
- Contract duration
- Contract duration: Permanent
- Employment contract
- Employment contract: employment contract
- Employer type: Employer