Senior Application Support Analyst
Hiscox
full-time
Posted on:
Location Type: Hybrid
Location: Lisbon • Portugal
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Job Level
About the role
- Ensure availability, performance, and stability of European applications across production and pre-production environments.
- Act as senior technical point of contact for complex application issues.
- Collaborate closely with business users, vendors, and internal teams.
- Read and interpret functional design documents outlining requirements from various business areas to support monitoring, maintenance, and ticket handling.
- Provide advanced support for OutSystems applications including architecture, integrations, and release support when needed.
- Perform deep technical analysis across application, database, and integration layers.
- Influence application design from an operability and resilience perspective.
- Lead or contribute to major incident resolution and stakeholder communication.
- Perform root cause analysis and drive permanent remediation actions.
- Coordinate post-incident reviews and track improvement actions.
- Design and improve monitoring and alerting strategies to reduce MTTR.
- Develop automation for operational tasks, diagnostics, and health checks.
- Collaborate with Development teams on CI/CD pipelines and release readiness.
- Own and maintain operational documentation, runbooks, and support models.
- Support service transition and operational readiness for new applications.
- Mentor and coach junior support analysts.
Requirements
- Strong experience in L2/L3 application support within complex environments.
- Excellent English communication skills (all work is conducted in English)
- Solid Out Systems platform knowledge including production support
- Advanced SQL, API troubleshooting, and application log analysis skills.
- Experience with monitoring and observability tools (Grafana, Dynatrace, New Relic).
- Excellent problem-solving abilities
- Understanding of ITIL principles, having certification will be highly recognized.
- Knowledge of Azure cloud platform and previous experience with Azure cloud operations and certifications is a plus.
- Understanding of DevOps principles and CI/CD pipelines
- Experience supporting web applications
- Experience working with insurance companies or other financial systems.
Benefits
- Holidays: 25 days + 2 Hiscox Days (Extra two Annual Leave)
- Health insurance
- Gym allowance
- Pension plan
- After 5 years work 1-month sabbatical leave
- Team spirit with many opportunities to engage and an open culture
- Work with amazing people and be part of a unique culture
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
L2 application supportL3 application supportOutSystemsSQLAPI troubleshootingapplication log analysismonitoring toolsobservability toolsDevOps principlesCI/CD pipelines
Soft Skills
communication skillsproblem-solving abilitiesmentoringcoachingcollaborationstakeholder communicationinfluencing designroot cause analysisincident resolutionorganizational skills
Certifications
ITIL certificationAzure cloud certification