Production Support Analyst (f/m/x)
⚲ Warszawa
10 000 - 11 000 PLN netto (B2B)
Wymagania
- ITIL
- Incident management
- SQL
Opis stanowiska
We are looking for a skilled 2nd Line Support Specialist to join our Help Desk & Support team in Warsaw. In this hybrid role, you will act as the primary escalation point for complex functional issues related to banking applications, ensuring timely resolution and effective communication with business users. If you are passionate about solving intricate problems in a dynamic environment, this opportunity may be the right fit for you.
Your tasks
• Acting as the primary escalation point for complex functional issues related to banking applications
• Taking full ownership of incidents from initial report through to successful resolution and communication back to the business user
• Methodically analyzing production incidents to identify the root cause of issues
• Liaising with clients to investigate incidents and gather necessary information
• Utilizing application logs and basic database queries for troubleshooting purposes
• Partnering with technical support teams to ensure timely resolution of incidents
• Identifying recurring functional issues and proposing permanent solutions
• Developing documentation and contributing to a knowledge base of best practices
Requirements
• Minimum 3 years of experience in 2nd line support for banking or financial applications
• Strong understanding of ITIL processes, including Incident Management and Service Continuity Management
• Proven experience in analyzing and resolving complex functional issues
• Ability to communicate effectively with both non-technical business stakeholders and technical IT teams
• Familiarity with back-office processes such as payments, settlements, and reconciliations
• Willingness to work a flexible schedule, including one week per month from 11:00 a.m. to 7:00 p.m. and one weekend per month
• Openness to working in a hybrid model, with three days per week based in the office
• Advanced level of Polish and English
Nice-to-have requirements
• Basic knowledge of SQL
• Intermediate level of French
Your tasks
• Acting as the primary escalation point for complex functional issues related to banking applications
• Taking full ownership of incidents from initial report through to successful resolution and communication back to the business user
• Methodically analyzing production incidents to identify the root cause of issues
• Liaising with clients to investigate incidents and gather necessary information
• Utilizing application logs and basic database queries for troubleshooting purposes
• Partnering with technical support teams to ensure timely resolution of incidents
• Identifying recurring functional issues and proposing permanent solutions
• Developing documentation and contributing to a knowledge base of best practices
Requirements
• Minimum 3 years of experience in 2nd line support for banking or financial applications
• Strong understanding of ITIL processes, including Incident Management and Service Continuity Management
• Proven experience in analyzing and resolving complex functional issues
• Ability to communicate effectively with both non-technical business stakeholders and technical IT teams
• Familiarity with back-office processes such as payments, settlements, and reconciliations
• Willingness to work a flexible schedule, including one week per month from 11:00 a.m. to 7:00 p.m. and one weekend per month
• Openness to working in a hybrid model, with three days per week based in the office
• Advanced level of Polish and English
Nice-to-have requirements
• Basic knowledge of SQL
• Intermediate level of French
🔍 Dekoder Ogłoszenia
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primary escalation point for complex functional issues
Będziesz pierwszą osobą, do której trafiają problemy, których nikt inny nie potrafi rozwiązać, co może oznaczać dużą presję i trudne zadania.
🔴
Taking full ownership of incidents
Będziesz odpowiedzialny za cały cykl życia zgłoszenia, od początku do końca, co może oznaczać długie godziny pracy nad trudnymi problemami.
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Methodically analyzing production incidents to identify the root cause of issues
Oczekuje się od Ciebie dogłębnej analizy problemów, co może wymagać sporo czasu i wysiłku, a nie tylko szybkiego rozwiązania.
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Utilizing application logs and basic database queries for troubleshooting purposes
Choć brzmi technicznie, 'basic' może oznaczać, że oczekiwany poziom wiedzy jest niższy niż w przypadku stanowiska wymagającego zaawansowanych umiejętności bazodanowych.
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proposing permanent solutions
Oprócz gaszenia pożarów, będziesz musiał myśleć o długoterminowych usprawnieniach, co może wymagać dodatkowego zaangażowania i kreatywności.