Support Engineer Global Enterprise search Service

Allianz Services is proud to serve and be part of Allianz Group, one of the world's leading insurers and asset managers. Our strong global footprint, with around 5500 employees located across eight countries and four continents, enables us to unlock the full potential towards driving a superior client experience within Allianz Group. We are Actuaries, Business Analysts, Finance Experts, Consulting Managers, HR People, Communication Professionals; Operation Engineers and Insurers; we are daughters and sons, mothers and fathers. Our people are what matter most, rooted in our values, and we strive to continuously evolve, improve, and create a superior client experience while contributing successfully to the transformation of Allianz. Caring actively for the environment, for people, and for our customers is what makes us a great place to work and together we are shaping a better and more caring tomorrow.

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.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.