Job Overview
We are seeking an experienced IT Application Support Lead to join our team in Lisbon. As a key member of our Europe Technology Team, you will be responsible for the day-to-day operations of our Application Support Analysts and ensuring quality in the incident management process for all European applications within our IT application portfolio.
This role requires strong leadership skills to manage mixed teams with internal and external staff, including third-party management skills. The ideal candidate will have a solid understanding of ITIL principles and prior experience in software engineering or equivalent on IT Service/Operations delivery.
Key Responsibilities
* Maintain Application Health: Monitor and maintain the health of European applications to ensure availability, performance, and capacity service levels are met and maintained.
* User Support: Maintain close working relationships with users, third parties, vendors, and stakeholders by assisting with enquiries related to application operations, issues, and workflows.
* Service Improvement: Act as the enabler of the Service Product Owner KPIs throughout day-to-day operations. Put forward recommendations for proactive support or service improvements.
Incident Management
* Incident Resolution: Act as the Incident Manager by managing the resolution of major operational Incidents to restore service as soon as possible and minimize business disruption.
* Post-Incident Reports: Coordinate comprehensive post-incident reports that communicate the full extent and impact of service disruptions as well as remedial actions.
* Problem Analysis: Define, develop, and provide an application problem analysis and resolution service for complex application problems in collaboration with business users and internal or external support teams supporting the application.
Knowledge Management
* Document Maintenance: Ensure all application support-related documents and artefacts are kept up to date and maintained in various knowledge repositories.
* IT Project Support: Support the transition of IT projects from delivery to operational readiness via support model definition and knowledge transition activities.
Requirements
* ITIL Certification: Solid understanding of ITIL principles, having certification highly recognized.
* Software Engineering Experience: Prior experience in software engineering or equivalent on IT Service/Operations delivery.
* ITSM Tools Familiarity: Comfortable with ITSM tools (Incident management, Problem Management, Request Fulfilment, Change Management, CMDB, Configuration Management System, etc.).
* Leadership Experience: Previous experience in an IT role with responsibilities in planning and team management, managing and leading IT teams, including previous experience working within an agile environment.
* Team Management: Previous experience managing mixed teams with internal and external staff, including strong 3rd party management skills.
* Monitoring & Alerting Suites: Familiarity with Monitoring & Alerting suites (e.g., in Grafana, New Relic, Dynatrace).
* Azure Cloud Platform: Knowledge of Azure cloud platform and previous experience with Azure cloud operations as well as certifications a plus.
* Insurance Knowledge: Basic insurance knowledge.
* Communication Skills: Good written and verbal English communication skills, additional language (German, French, Spanish, or Dutch) a plus.
Why Choose Us?
* Healthy Work-Life Balance: Healthy work-life balance with our 35h/week and hybrid working system.
* Holidays & Leave: Holidays: 25 days + 2 Hiscox Days (Extra two Annual Leave).
* Benefits Package: Health insurance, gym allowance, pension plan etc.
* Sabbatical Leave: After 5 years work 1-month sabbatical leave.
* Culture & Team Spirit: Team spirit with many opportunities to engage and an open culture.