Soporte técnico de aplicaciones N2/N3 – Application Support Analyst L2/L3 – Ref: STAPL103P – Cubierta!

Job Details

Purpose Of Role:

The Application Support Analyst ensures IT Front & Back Office Applications & IT Processes within the LATAM region are supported, available, maintained, secured and license compliant in line with business demand.

The LATAM Applications Team provides 2nd & 3rd line support to internal users, with the future plan to participate in a follow the sun support model across the globe.

Key Accountabilities:

Tasks for the role include:

  • Be the SME for all LATAM business applications
  • Manage communications during high impact issues
  • Self-manage workload and workflow by forecasting effort for Projects and BAU tasks to Line Management
  • Manage the support ticket queue, ensuring requestors are kept up to date in a timely fashion. Escalate long running tickets to Line Management and respond to requests for updates
  • Ensure application enhancements are recorded and effectively communicated to stakeholders
  • Develop & maintain processes and procedures to monitor and manage all business applications
  • Review and perform changes to business applications and ensure they are executed within both the production and test environments
  • Control and manage access to business applications
  • Coach and train Help Desk/L1 team members to enable incident resolution on the first call (first time fix) and reduce escalations to the Applications Team and/or vendor
  • Manage the legacy application estate while delivering a new global suite of applications through the global transformation program
  • Liaise with 3rd party Vendors to address applications issues and following up with them until resolution.


The Successful Applicant

  • Educated to degree-level or relevant industry experience
  • Proficient in English language
  • Minimum of 2 years of Business Application support in an L2/L3 position
  • Self-motivated but be able to operate within a team environment to deliver a professional support service
  • Excellent oral and written communication skills with the ability to communicate clearly and confidently to all levels of user within the organization
  • Experience of working in ITIL-aligned environments, particularly change/incident/problem/knowledge management
  • Experience of supplier relationship management and working with external vendors to troubleshoot and resolve incidents/problems as well as organising and participating in a continual service review process
  • Enthusiastic and flexible to adapt to changing demands in the nature of the workload individually and in the team – e.g. as more projects come on stream there will be a requirement to be involved in these while still being able to deliver on BAU work quickly and efficiently
  • Be able to prioritise a high workload effectively to deliver on multiple BAU and Project responsibilities concurrently while consistently delivering within agreed deadlines
  • Prepared to work occasional long hours and weekends with little notice
  • Reliable and responsible attitude and understanding of the importance of the job – with particular regard to confidentiality, data integrity, security and disaster recovery
  • Direct experience of working in a global team and proven ability to address issues and challenges associated with global working, varied time zone and geographical distance

It´s Essential:

  • Windows Server 2008-2012 R2
  • Successful diagnosis, management and resolution of server-based application problems
  • Demonstrable understanding of relational databases (such as SQL Server, Sybase, Oracle)
  • Ability to understand and execute SQL queries
  • Working knowledge of Web/Application servers: e.g. IIS, LATAMhe, WebLogic etc.
  • Understanding of DNS, HTTP(s), SMTP, FTP
  • Working knowledge of Windows Server, Active Directory, Group Policy, VCentre
  • Experience with supporting SaaS / API’s and liaising with vendor support
  • Good knowledge of infrastructure components such as storage, networks and virtualisation concepts
  • Experience supporting .NET applications

It´s Desirable:

  • Familiarity with SDLC
  • Experience with installing and supporting financial and reporting systems is highly beneficial – e.g. Coda Financials and IBM Cognos systems
  • Application delivery via Citrix published client apps
  • SharePoint experience – ideally SharePoint Online
  • Proficient in Portuguese (Brazil)

What´s on offer

  • Join a professional team in a first-class company
  • Participate in an important on-going project
  • Good Salary
  • Medical coverage

Don´t miss this opportunity and apply, sending your complete resume to, including the expected salary.