Description
Trilogy International are looking for an Application Support Engineer for a banking client based in Luxembourg.
This is for an initial 6 months with likely extensions on the back of it. Long term project for at least 3 years.
This will be full time in Luxembourg post COVID 19 restrictions.
MUST SPEAK FRENCH
As an Application Support Technician, you will be responsible for:
Support incident reports and improvement suggestions for our users
Ensure the management and follow-up of major incidents.
Manage communications of unavailability of applications
Ensure the transverse management of incidents between different departments
Support the various Product Owners in monitoring level 2 incidents assigned to them.
Requirements:
You are available immediately or at short notice at the earliest;
You have experience in a similar position of at least 2 years;
You have skills among the following:
o Ticketing tools: JIRA Service Desk, JIRA Software,
o Collaborative tools: Webex Teams, Webex Meetings, Livestorm, Mural,
o Monitoring: Zabbix, Promotheus, Sentry, Instana and E2E monitoring,
o Remote control: SCCM, Beyond Trust.
You are familiar with the concepts of Agile methodologies (SCRUM, KANBAN);
You have excellent interpersonal skills and have great communication skills;
You know how to show a spirit of analysis and synthesis while being able to formalise in a clear and structured manner;
Curious, you are a force for proposals in order to improve the quality of service of the entity;
You are fluent in French and English, fluency in Luxembourgish is a considerable asset;
General day to day tasks:
Take phone calls from users;
Respond to emails sent to Application Support;
Encode the corresponding tickets in JIRA Service Desk;
Diagnose the nature and origin of incidents and implement corrective measures;
Take control of a user Workstation to support it in resolving an incident;
Control the operation of a tool or application in the monitoring tools;
Contact the various Product Owner and/or scrum master to supervise the resolution of level 2 incidents;
Facilitate daily meetings to follow up production incidents;
Manage the distribution and restitution of the application satisfaction survey.