Service Desk Specialist

What You’ll Do

• Perform day-by-day administration and monitoring of production systems;
• Solve systems incidents in a timely manner, according to the SLA agreements, in Ticketing tool;
• Perform analysis on incidents, perform root cause analysis for different issues;
• Assign incidents that are in the queue, based on the knowledge of the colleagues;
• Involve in the creation/update of internal procedures, recommending improvements when necessary;
• Assist and offer support for new / ongoing projects;
• Perform sanity checks for applications when they are scheduled;
• Proactively involve in team activities/applications in order improve team performance;
• Address and offer support for recurrent problems that occurs in systems supported;
• Proactively analyze Unix logs and submit tasks to other parties when issues are being found;
• Participate in business training held by different parties in order to improve business knowledge;
• Improve internal processes;
• Work on parallel on different tasks and often in parallel;
• Involve and create automation processes by creating automated scripts and/or processes, in order to improve service quality (Convert manual reports to automated reports and Replace manual activities with automated ones);
• Simplify the day by day work in order to continuously improve skills;
• Perform analysis of the data flow / new features / functionality investigations, in connection with customer requirements;
• Create cleanup flows and develop automated reports in order to sustain a powerful system;
• Implement and document solution in order to prevent the incidents occurrences on the production systems;
• Understanding of technical documentation, application functionalities and end to end flow;
• Availability for on-call activities and working outside of business hours, including weekend;
• Team player, good communicator, analytical thinking, problem solving orientation, capable to work under pressure.

• Experience in Application Management L2;
• Advanced English;
• Experience in Unix and bash scripting;
• Basic knowledge of DB and querying is a must;
• Experience with web service mechanism is a plus;
• ITIL background or certification is a plus.