Production Application Support

Boost IT is made up of people who are motivated to improve the world and who are passionate about technology. Our vision focuses on the skill to bring people together around complex problem solving for our clients creating sophisticated solutions.

People are our most important asset and the reason for our business. We are proud of our strong culture that challenges the status quo and always searches for the best solution for our clients.We believe technology can lead to a positive change in society connect and inspire and ultimately lead to a better future.

BOOST IT. DOING IT. BETTER

Tasks

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.

Main Responsibilities

• Technical support on applications both locally developed and third parties internally hosted
• Internal end user/external counterparties support / communications
• 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 oncall 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 endusers and external clients for the topics inscope
• Support the business in their IT needs and understand the business workflows and scenarios
• Maintaining a proper coverage in their designated shift
• Voluntarily picking up work and tasks as received over email phone or in person
• 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 postrelease checkouts
• Improving day to day tasks by writing scripts and automate tasks that are procedure oriented

Requirements

• At least 5 years experience in a similar position.
• Experience with RPA (Blue Prism preferable) Windows (Event logs active directory powershell) ITIL Linux Network fundamentals Chatbots Infra as Code (Ansible preferable) SQL (Microsoft SQL Server) Troubleshooting incidents.
• Professional English level
• Advanced French level is a plus
• Availability to work during Holidays / Weekends as per predefined needs and on a rotational basis with the rest of the team