Role: Senior Support Analyst
Location: Munich, Germany
Salary: 55-70k EUROS
Responsibilities and duties
Resolve IT application-related incidents, service requests and problems in a timely and efficient manner in line with Business requirements.
As required, provide timely communication to users on the status of their service requests and incidents.
Monitor the availability, performance and throughput of supported IT applications.
As necessary, liaise with IT suppliers to ensure IT application-related incidents and problems are resolved in a timely and professional manner.
Adhere to agreed SLA/KPI defined for the support services.
Provide required 24×7 required support for the services with on call duties.
Undertake knowledge management activities: identifying, controlling and storing any pertinent information, and maintaining knowledge items to ensure that they are current, relevant and valid.
Essential technical skills
Good experience in application development and support
Unix / Linux / Windows Administration and Batch Script implementation
Deep understanding on either Oracle or MySQL database.
Understanding of programming languages Java, PHP and Perl.
Understanding of these platforms/systems (At least one) CA Spectrum, MapInfo, NIMS ProOptima, BMC Remedy, Active E2E test systems.
Relational databases, Secure handling of computers, servers and Systems.
Network Technology Basics – IP & Access, Mobile Radio Basics (2G, 3G, 4G, etc.)
Knowledge of network performance management systems and network planning systems (e.g., radio, core, transport, etc.)
Excellent understanding of ITIL service management processes.
Essential soft skills
Advanced knowledge of English, German knowledge will be highly preferred.
Strong communication and interpersonal skills, with an ability to communicate effectively and professionally.
Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.
Ability to engage with and seek input from others to ensure delivery to agreed timescales.
Strong sense of ownership and ability to follow tasks through to completion.
Customer focused and goal orientated with keen attention to detail.