Analyst - Digital Platform Support

Bogotá DC
Permanente
Tiempo completo

Hace 1 mes

We never ask for payment as part of our selection process, and we always contact candidates via our corporate accounts and platforms. If you are approached for payment, this is likely to be fraudulent. Please check to see whether the role you are interested in is posted here, on our website.About TMF GroupTMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. We provide legal, financial and employee administration through TMF Group's teams in 120 offices.Discover the RoleThe Application Support Engineer is responsible for providing technical support and maintenance for digital client platforms, with a focus on those hosted on the Amazon Web Services (AWS) platform. This includes troubleshooting issues, identifying, and fixing defects, and implementing enhancements to improve system performance. In addition to these technical responsibilities, the Senior Application Support Engineer will also serve as a leader and mentor for the application support team, providing technical guidance and support as needed.Key ResponsibilitiesExecution of digital learning activities according to regional and global strategy· Identify, create and develop and periodically update the classroom and e-learning handouts, instructional materials, aids, manuals and communication channels to drive desired improvements· Translate requirements into trainings that will guide employees in their current role· Facilitate/Support/Conduct training sessions when required on defined products/tools/applications and any other training on Digital Operations· Collaborating with other members of the IT team and stakeholders to gather and understand requirements, prioritize tasks, and provide timely resolution of issues· Leading and mentoring the application support team, including providing guidance and support as needed· Participating in On-Call rotation to provide after-hours support as needed· Preparing SLA reports and tracking progress against service level agreements· Managing the issue log and tracking fixes to be delivered from development teams· Maintaining documentation and records of support activities and processes, Create presentations, videos, communications creatively using software tools for video editing. Knowledge on Camtasia, PowerPoint video is a plus.Execution of change management activities according to regional and global strategy· Serve as a performance change agent and guide teams through data driven continuous improvement activitiesMeasurement of success of change initiatives and strategies and support in implementing corrective actions· Gain expert level functional knowledge of supported application/s and it's integration to other upstream and downstream applications in the ecosystem.· Work collaboratively with TMF leadership & application stakeholders.· Make sure to keep synergy between L2 Support and other involved IT teams.· Ensures that all governance aspects of the application are adhered to.· Providing technical support for a range of applications hosted on AWS, including diagnosing, and troubleshooting issues, identifying, and fixing defects, and implementing enhancements· Assisting with the deployment and testing of new components and updates to the digital client platform· Establishing and improving key performance indicators to better identify, measure, and improve the effectiveness of change embedment· Identify resistance and performance gaps and help to develop/implement corrective actionsBuild and maintain relationships with stakeholders who have accountability for program execution· Build relationships with executive members of cross-functional organizations· Provide regular, accurate and appropriate reporting to the different stakeholders on the change management progress, risks and issuesKey Requirements· 3 languages (Portuguese, Spanish, English) and preferably if the background relates to Digital Transformation project Bachelor's degree in Computer Science or a related field· 6-10 years of experience in application support or a similar technical role· Expert level knowledge in creating SQL scripts to fetch and analyze data.· Proactive application monitoring, analyzing and fixing issues that arise.· Manage application releases and hotfixes - both regular and ad-hoc.· Deep performance investigations, monitor application logs, debug logs, and analyze the issue.· Incident, change and problem management.· Installation and configurations, software deployments.· Scripts creation and optimizations.· Coordinate with L1 & L3 support for critical/complex issue (code level, configuration, deployment etc.).· Prepare and maintain Incident and RCA reports of every incident.· Supports the up skilling of team through sharing of knowledge, best practice, and coaching· Should have good communication & Interpersonal skills· Experience in ITIL (Incident, change & Problem management).· Strong problem-solving and analytical skills· Proficiency with AWS services such as EC2, EBS, RDS, and AWS Batch· Good understanding of Azure services· Experience with Linux and container orchestration technologies such as Kubernetes· Knowledge of MySQL and experience working with REST APIs and web services· Experience with monitoring tools such as CloudWatch or Splunk· Excellent communication and collaboration skills, with the ability to lead and mentor a team· Flexibility to work outside of normal business hours as neededGeneral skills:· Team player.· Constant learner & self-motivated person.· Analytical and problem-solving skills.· Ability to work without direct supervision.· Ability to work under pressure.· Good communication and interpersonal skills.· Familiar with ITIL & ITSM principles.What's in it for you?Pathways for career development

Work with colleagues and clients around the world on interesting and challenging work.
We provide internal career opportunities, so you can take your career further within TMF.
Continuous development is supported through global learning opportunities from the TMF Business Academy.

Making an impact

You'll be helping us to make the world a simpler place to do business for our clients.
Through our corporate social responsibility program, you'll also be making a difference in the communities where we work.

A supportive environment

Strong feedback culture to help build an engaging workplace.
Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.

We're looking forward to getting to know you!

TMF Group

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