Production Operations Support

Company Description

Alter Solutions Portugal is an IT Consultancy Company, promoter of Digital Transformation, part of the Alter Solutions Group, created in 2006, in Paris.

In 2022, Alter Solutions joined the act digital group, constituting a global community of talent in Technology, with presence in twelve countries: Germany, Belgium, Brazil, Canada, United States of America, Morocco, Spain, France, Luxembourg, Poland, Portugal and Serbia. Also in 2022, we were certified as a Great Place to Work©.

In Portugal, we partner with over 120 clients and a team of over 500 people, working in projects for industries as diverse as banking, insurance, transportation, aviation, energy, and telecom.

Headquarters of the Nearshore IT center, Alter Solutions Portugal has a dedicated team of around 30 specialized professionals, integrated into projects with several internationally renowned clients.

Job Description

• Requests and incidents triage to be escalated to several teams that can address the situation
• Responsible for managing technical quality of team deliverable's.
• Support to markets in different geographies and time zones.

Responsibilities

• Troubleshooting, analyzing and addressing requests and/or incidents brought up by users;
• Solve production situations under tight SLA deadlines;
• Work closely with Infrastructure, Development & Testing Teams in supporting releases, software upgrades, server upgrades;
• Suggest and implement ideas that enhance the customer experience and implement best practices and learned lessons;

Skills & Knowledge

• Strong communication skills with the ability to address and articulate technical and non-technical details, according to the interlocutor;
• Ability to deal with complex information, processes and relationships to reach a simple solution;
• Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management in a timely manner.
• Proficiency in English (required) and Spanish (required), written and spoken;
• Basic knowledge of T-SQL will be valued.
• After an initial training period, availability to ensure rotating shifts from 15h to 01h.

Home Office Policy

• 1st week: All days at the office
• After 1st week: 3 days per week at the office