Expert Support Specialist

2 weeks ago

Letterkenny, Donegal, Ireland beBeeSupport Full time €50,000 - €70,000
Job Overview

Our client is a leading global IT player at the forefront of innovation and digital transformation. They seek an experienced Support Professional to join their team, providing high-level support to an international banking client.


The Role

You will work in a high-profile, mission-critical environment within a banking environment, troubleshooting incidents, both proactive and reactive in nature. The team works collaboratively, with a focus on communication, motivation, and delivering excellent service and support.


Key Responsibilities
  • Manage stakeholders for supported applications.
  • Troubleshoot and resolve Incidents & Service Requests.
  • Perform Root Cause Analysis of Problem Tickets.
  • Manage incident queues & incident intake channels.
  • Take ownership of incidents & communication with customers as required.
  • Respond in a timely fashion to reactive or proactive incidents.
  • Write re-usable Knowledge Articles for Incident and Service Requests handled.
  • Detail accurate information in case documentation.
  • Coordinate internally with other support groups in a timely fashion.

Required Skills and Qualifications
  • Good experience in a production support/application support role.
  • Possess good hands-on experience of SQL and Unix, Shell Scripting.
  • Good understanding and exposure to Monitoring tools (Geneos/Grafana/Splunk) and Scheduling tools (i.e Control M/Cronjobs).
  • Knowledge of ITIL based Production Support (i.e Incident, Change Management etc).
  • Experience/skill to interact with multiple Stakeholders (Good communication and coordination).

Benefits and Requirements
  • Based in Letterkenny, Co. Donegal (Hybrid – 2 days a week on site). Permanent Role.
  • Eligible to work in Ireland/EU.

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