Application support specialist - level 2 h/f

Notre Groupe est un leader innovant du monde de l'expertise. Groupe multispécialiste doté d'un puissant esprit d'innovation lié à son ADN entrepreneurial, nous regroupons des acteurs majeurs sur le marché français tels qu'ELEX, ELEX IMMEUBLE, ELEX VOL et VERING. Nos filiales en pleine expansion, DYNAREN, BATIFIVE, ELECTROREN, FOCALYSE, IMPERIS, ELEX PREMIUM et ADENES CLAIM MANAGEMENT, nous permettent de proposer une offre de service globale dans la gestion des sinistres. Nous offrons et mettons en place des prestations complètes de services et d'expertises conciliant qualité et efficience à travers notre gamme conçue pour et avec nos clients. ADENES, an international disaster recovery and services group, is recruiting an Application Support Specialist M/F to join our team based in Porto.

The ADENES Group is a leader in insurance-related expertise and services. With a national presence and a dynamic of continuous innovation, we have made the digitalization and optimization of our solutions a central pillar of our development strategy.

As part of the modernization and ramp-up of our hybrid platform (On-Premise & Azure Cloud), we are seeking a Level 2 Application Support who will play a key role in maintaining our application solutions in operational condition and continuously improving our support and operational processes. Reporting directly to the Application Operations and Support Manager, you will provide Level 2 technical support for our applications, ensuring the quick and efficient resolution of incidents and user requests.

Your main responsibilities will be:

Incident Management

- Handle production incidents originating from Level 1 support
- Analyze the root cause and provide an initial diagnosis
- If necessary, escalate to the Level 3 team of the solution concerned
- Follow up the process until complete resolution and communicate with the appropriate teams.

Monitoring and Supervision

- Monitoring systems and applications in production using monitoring tools
- Detect, diagnose, and report incidents and anomalies in real time. Procedure Development and Implementation
- Participate in the design, formalization, and continuous improvement of support and operations procedures
- Contribute to the implementation and deployment of new processes in conjunction with the IT and business teams
- Document recurring incidents and best practices to facilitate learning.

Change Management

- Monitor and participate in application deployments and planned changes (MEPs, patches, updates, fixes).
- Continuous Improvement and Industrialization
- Participate in the documentation and automation of recurring tasks (scripts, tools, etc.);
- Contribute to improving application reliability and performance.

Technical Environment: Azure, .NET, Angular, SQL Server, PostgreSQL, and Elasticsearch