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Application Support Specialist
hace 2 meses
About the Role:
We are seeking an experienced Application Support Specialist to join our team at Hotelbeds Group. As an Application Support Specialist, you will be responsible for analyzing and resolving business incidents, facilitating the development team's delivery, and providing timely and effective technical support.
Key Responsibilities:
- Ticket and Incident Management: Manage and resolve technical incidents, including diagnosis, analysis, and resolution of complex technical issues.
- Ticket Identification and Prioritization: Identify business impact and prioritize tickets to ensure timely resolution.
- Incident Replication and Logs Search: Replicate incidents and search logs to identify root causes.
- Documentation Generation: Generate documentation related to incidents, including knowledge base articles.
- Testing and Certification: Test and certify incidents resolved by the development team.
- Technical Support: Provide timely and effective technical support, solving issues with urgency and precision.
- Metric Monitoring: Monitor and interpret metrics to proactively take actions.
- Prioritization Management: Manage priorities to perform highest impact actions first.
- Collaboration: Interact with solution development and ownership teams to investigate problems.
- Documentation and Support Materials: Develop and refine technical documentation and support materials to aid in user education and problem resolution.
- Research and Troubleshooting: Research, diagnose, troubleshoot, and identify solutions to resolve process issues.
- Organizational Skills: Manage multiple projects and initiatives simultaneously.
- Multi-tasking and Pressure Management: Ability to multi-task and work under pressure.
Requirements:
- Technical Knowledge: Knowledge and experience in APIs/Web Portals incidents replication, RESTful pattern design, and XML/JSON formats.
- Problem-Solving Skills: Demonstrate problem-solving skills and a passion for continuous improvement.
- Research and Troubleshooting Skills: Use research and troubleshooting skills to identify and resolve system issues.
- Database Systems: Minimum knowledge of SQL and experience with database systems to use SQL queries to perform deep dives into customer data.
- Logging and Monitoring Tools: Familiarity with logging and monitoring tools, such as Grafana, Kibana, and OpenSearch.
- API-Based Software Development: Experience supporting API-based software development products.
- Java Knowledge: Java knowledge to develop and implement fixes.
- Project Management: Experience managing multiple software projects, product requirements, and keeping documentation up to date.
- Communication Skills: Excellent problem-solving skills, with the ability to communicate complex technical information in a clear and concise manner.
- Analytical Skills: Strong analytical skills with a data-driven mindset.
- Tool Development: Create tools or scripts to facilitate and automate tasks.
- CI/CD Pipelines: Familiarity with CI/CD pipelines.
- Git Commands and Workflows: Experience with Git commands and workflows.
- L3 Tasks and Responsibilities: Ability to assume some L3 tasks and responsibilities.
- Experience and Education: 3+ years of experience in L2 support level, including incidents analysis, and advanced English language skills.
