Application Support Analyst

2 semanas atrás

Brasília, Brasil Vista Global Tempo inteiro

Job Profile:
Vista Tech plays a vital role in the Vista group operations by delivering and accelerating comprehensive technology solutions across all brands. Vista’s end-to-end and click-to-flight solutions offer the industry's only comprehensive flight booking platform, seamlessly integrating global operations, and leveraging AI and machine learning to optimize pricing and fleet movement.

Your Responsibilities:
Key responsibilities include optimizing support procedures, maintaining knowledge base articles, and reporting to the Senior Manager - Global Application Support, under the guidance of the Application Support Squad Lead.

**Application Support**:

- Provide proactive and reactive technical support, troubleshooting, issue resolution, and root cause analysis with an emphasis on deep investigation into complex issues through system and workflow analysis.
- Collaborate with development teams on technical issues to ensure quick resolutions and mínimal operational disruptions.
- Identify any opportunity for automations and address it according to the internal procedures.
- Availability for on-call rotations that ensures business coverage out of hours.

**User Assistance**:

- Address user inquiries and issue managing support tickets swiftly, fostering understanding and promoting self-service among users while documenting solution provided.

**Technical Proficiency**:

- Utilize SQL and scripting skills to manage databases and support queries and reports.

**Process Improvements**:

- Contribute to projects that enhance support team efficiency and scalability, employing strategic approaches to continuous improvement.
- Provide Level 1/2 technical support for Vista Global's IT Ticket system, including incident and problem management.
- Maintain a strong customer service ethic and customer-focused approach to resolving technical issues.Required Skills, Qualifications, and Experience:

- 2-5 years in Application Support role, particularly in environments that require rigorous problem-solving and issue resolution.
- Bachelor’s degree in computer science, Information Technology, or a related field. ITIL 4 foundation certification preferred.
- Strong SQL skills and familiarity with database management systems like Oracle, SQL Server, and MySQL.
- Experience with cloud platforms (AWS, Azure) and monitoring systems (Datadog, Grafana, Kibana).
- Proficiency in Incident and Problem Management.
- Extensive experience in Ticketing Management systems to efficiently handle and prioritize support tickets and user inquiries.

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