Application Support Analyst
Inetum · Porto
Company Description
Inetum is a European leader in digital services, supporting organizations as they navigate continuous technological change. The company helps clients accelerate their digital transformation through a broad portfolio that includes consulting, application services, digital engineering, cloud, cybersecurity, platforms, and infrastructure services
Job Description
We are looking for an experienced Application Support Analyst to join our team and ensure the stability, performance, and continuous improvement of critical business applications.
The successful candidate will be responsible for providing both technical and functional support, managing incidents and service requests, coordinating with multiple support teams, and contributing to the overall reliability of production services. This role requires close collaboration with development, infrastructure, operations, and business teams to ensure a high level of service quality and user satisfaction.
Key Responsibilities
Application Support & Operations
- Provide timely and effective technical and functional support for business-critical applications.
- Investigate, troubleshoot, and resolve incidents while ensuring minimal disruption to business operations.
- Coordinate with development, infrastructure, production, and operations teams to resolve complex issues.
- Ensure the smooth execution of application workflows, batch processes, file transfers, and scheduled jobs.
- Monitor application health and proactively identify potential issues before they impact end users.
- Communicate incident status, resolutions, and service updates to stakeholders and users.
Service Management
- Manage incidents, problems, changes, and service requests in accordance with ITIL best practices.
- Perform root cause analysis and implement preventive measures to reduce recurring incidents.
- Handle functional change requests and coordinate implementations across different teams.
- Support production releases and ensure successful deployment activities.
Continuous Improvement
- Develop and maintain operational procedures, support documentation, and knowledge base articles.
- Implement monitoring solutions and automate repetitive operational tasks.
- Analyze system performance and identify opportunities for service improvements.
- Contribute to the optimization of support processes and operational efficiency.
- Create operational controls and reporting mechanisms to ensure service quality and compliance.
Main Objectives
The Application Support Analyst will be responsible for:
- Ensuring the availability, stability, and performance of production applications.
- Providing both technical and functional support for business users.
- Maintaining operational processes and ensuring service continuity.
- Managing and coordinating application releases.
- Enhancing service quality through monitoring, automation, and continuous improvement initiatives.
- Supporting the integration of applications leveraging existing enterprise platforms and services.
- Contributing to a reliable and efficient production environment while continuously improving the end-user experience.
Qualifications
Technical Skills
- ITIL Framework
- Linux Administration
- Oracle Database
- Ansible
- Dynatrace
- ServiceNow
- Production Support / Application Support Experience
- Monitoring and Incident Management
- Release and Change Management
Qualifications & Experience
- 3 to 5 years of experience in Application Support, Production Support, or a similar role.
- Experience supporting business-critical applications in complex enterprise environments.
- Strong understanding of production environments and infrastructure dependencies.
- Experience in incident, problem, change, and release management.
- Knowledge of application monitoring, automation, and operational excellence practices.