Support Engineer Global Enterprise search Service

Job role

Allianz Technology provides a global Search Service to customers over all Allianz entities. We deliver search solutions in a complex and international environment. The focus will lie on building and improving a sustainable solution that is tailored to the customer needs. You will focus on the technical support and monitoring Be a part of a dynamic and team working with cutting edge technology. Work with diverse challenges covering all layers of IT by contributing your ideas and skills.

Responsibilities

• Act as 2nd line (Phone, Chat, Desk) point of contact for queries on AZ Technology's' IT and non-IT products and services.
• Monitor and responds quickly and effectively to incident tickets assigned to the queue withing the agreed time.
• Ensure that sufficient relevant information is gathered and maintained as part of the ticket handling process.
• Root cause analysis withing Allianz Infrastructure and Global Enterprise search components.
• Uses an array of relevant software applications, policies and operating procedures to resolve problems to the users satisfaction (Service Now, Jira, Confluence).
• Reacts to customer complaints and suggests solutions when a product / service malfunctions.
• May forward tickets to the next level of support, if applicable.
• Maintains knowledge base to support end user self service.
• Preforms root cause analysis to support continuous improvements in service delivery and customer experience.
• Performs operational duties, such as filing, compiling and/or posting records on solved cases and solutions.
• Addresses issues and escalations within the area of responsibility and may compile reports on overall customer satisfaction.
• Take care of the server environment, restart and check for issues and resolve them.
• Maintain and support in the AWS Cloud environment.
• Set up and update Monitoring for E2E Monitoring of customer applications, servers and Cloud environments.
• Creation and Management of changes for production.

Requirements & Skills

• Relevant work experience in the related field in a high-traffic customer service setting.
• Fluency in English plus additional language skills appreciated, e.g. local language, German, French, Italian, Spanish.
• Skills in Linux Administration, Spring Boot, Zuul Framework, Kubernetes
• Agile experience with toolset Confluence and Jira.
• Grafana, Dynatrace and Service Now experience needed.

Benefits
We place people at the core of what we do, this is why we are committed to your personal and professional growth: 

• Complete training curricula available (tailored courses)
• International Certifications (Agile, Lean Six Sigma, Prince, ITIL, IFOA, ACCA, IACCM etc.)
• Comprehensive Leadership Programs
• All you can learn with LinkedIn Learning!
• German Language Courses for any level
• All you can read with Bookster!

We care about the performance of our employees and we know it can only be reached by ensuring you proper work-life balance:

• Work from Home Option available
• Get a free day on your Birthday or come at work and receive Gift Vouchers/Tickets!
• Go on Vacation and get a Holiday Bonus!

• WorldClass & 7Card Gym Discounts
• Employee Assistance Program - Helpline 24/7

Come to the Allianz side! We have attractive compensation and incentives:

• Fixed salary compensation along with rewards & recognition performance-related bonus scheme
• Meal and Gift Tickets

The personal information that you may provide to us (including sensitive information) may be provided to Hiring Managers for the purposes of assessing your suitability as a candidate. Only suitable candidates will be contacted. All applications will be treated with confidentiality.