Application Support Analyst
HybridKatowice, Silesia, Poland
Job Summary
Act as single point of contact for Sapiens customers by providing application support, technical operations, and troubleshooting for a global insurance application. Maintain service operations by restoring normal functions after disruptions, communicating with technical and infrastructure teams to resolve issues, and performing periodic root cause analysis. Manage multiple projects against agreed Service Level Agreements, including on-call support and major incident management, while leveraging AI to automate repetitive activities and streamline service management. Work in 24/7 shift mode using Customer Service Management tools and global processes to ensure minimal business impact.
Required Qualifications
- Experience in application support, with understanding of IT Landscape, multi-tier Application, Database
- Good knowledge in customer support processes and procedures (e.g. ITIL), tools (e.g. Service Now, Jira)
- At least basic knowledge of: Azure, MSQL, DataDog, PowerShell scripting
- Comfortable communicating with global customers on production support calls
- Good learner and self-starter, and a team player
- Strong analytical and problem-solving skills
- Fluent English, excellent communication skills
- Problem solving attitude
- Flexibility
- Work in shift mode 24/7
- Deployment knowledge - Azure and Jenkins
- Major incident management experience
- Proven track record working for a Born in the Cloud or Cloud‐Native technology company - Must have
- Demonstrated experience in leveraging AI within Continuous Service Management, with a proven track record of implementing automation initiatives to minimize human intervention, streamline repetitive activities, enhance productivity, and drive service excellence
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