Application Support Analyst (IT Operations)

TL;DR

Application Support Analyst (IT Operations): Handling L2 IT Operations and incident management process for European applications with an accent on monitoring, maintaining, and resolving application issues. Focus on triaging incidents, performing root cause analysis, and ensuring effective communication to stakeholders.

Location: Hybrid in Lisbon, Portugal

Company

hirify.global is an international insurer specializing in luxury goods & property and high-end professional insurance, with offices in 9 European countries and a large team in Lisbon.

What you will do

• Monitor and maintain the health of European applications, ensuring availability and performance.
• Handle IT ticketing tasks for service requests, including user access management and data changes.
• Actively participate in the incident management process, triaging and classifying incidents.
• Reproduce issues in non-production environments and coordinate comprehensive post-incident reports.
• Collaborate with business users and internal/external support teams to resolve complex application problems.
• Maintain and update application support-related documentation and artefacts.

Requirements

• Based in Lisbon, Portugal for hybrid work.
• Excellent English communication skills.
• Professional experience or academic background in IT.
• Proficiency in SQL queries, API requests, and applicational log analysis.
• Understanding of ITIL principles (certification is a plus).
• Familiarity with Monitoring & Alerting suites (e.g., Grafana, New Relic, Dynatrace).

Nice to have

• Knowledge of Azure cloud platform and experience with Azure cloud operations.
• Knowledge of OutSystems.
• Experience supporting web applications.
• Experience working with insurance companies or other financial systems.

Culture & Benefits

• Healthy work-life balance with a 35-hour workweek and hybrid working system.
• 25 days of annual leave plus 2 additional hirify.global Days.
• Health insurance, gym allowance, and pension plan.
• 1-month sabbatical leave after 5 years of service.
• Strong team spirit with many opportunities to engage and an open culture.