Senior L2/L3 Application Support Analyst | SwiconJobs

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Senior L2/L3 Application Support Analyst

2022.11.15. | Budapest | Tech
Introduction
Our partner, one of the largest ICT consulting conglomerates, solves great challenges through the power of digital technology for various industries. Their dynamic expansion is realized through dedication to customer service and industry expertise with more than 450.000 employees around the world.
Tasks
  • Independent and responsible execution of 2nd or 3rd level support for applications, services, and infrastructure
  • Resolve Incidents, Problems & Service Requests
  • Write step-by-step processes, solutions, and ticket updates
  • Project effort estimation of projects according to affordability, effort, feasibility, and possible risks from an operational point of view
  • Prepare and conduct regular service management meetings and prepare recommendations and decision papers for management.
  • Interdepartmental negotiations, coordination, updating, and adjustment of SLA (service concepts, support model, maintenance contracts)
  • Responsibility for the independent in-depth analysis and resolution of complex, interdisciplinary. Technical problems with customer impact (incident and problem management), considering time, quality, costs and risks.
  • Manage SLAs, handle customer escalations (On-call or onsite), present regular reports to customers, adhere to contractual terms of customers, and coordinate with technical teams in Hungary, Germany, India.
Expectations
  • University or College degree
  • European citizenship / PR with eligibility to apply for anti-sabotage clearance
  • Operations / Support experience in any of the following telecommunications support areas:

Operational Support Systems (OSS)

Element Management system (EMS)

Networking active and passive probing

  • Good knowledge of MS Office, ticketing, and working with operational support systems
  • Good experience with Unix/Linux with Shell/Perl scripting
  • Good knowledge of standard network/IT technologies, network protocols
  • Extensive experience as Infrastructure Support/Operations Analyst in L2 infrastructure support role
  • Experience in working with Multi-culture and geographically distributed teams
Advantageous
  • Residence and stress management


Employer's offer
  • Multinational team and environment
  • Attractive salary & benefits
  • Pleasant work atmosphere: open office environment, relax rooms, cafeterias, kitchens and terraces
  • 24 hours free gym facilities
  • Career growth opportunities
  • Diversity of workplace
  • Internal soft and hard skill trainings
  • Internal candidate referral programs