Senior Application Support Consultant

• 5+ years of experience in production support, application support, IT operations, or production operations.
• Proven experience in critical production environments involving incident handling and escalation.
• Experience working with SLAs, ticket queues, and high-pressure operational environments.
• Experience acting as a technical or operational reference within small teams.
• Experience with SQL for validation, data analysis, and incident investigation.
• Experience reading and analyzing logs.
• Hands-on experience with monitoring/observability tools such as ELK, Dynatrace.
• Experience with ITSM/ticketing tools such as ServiceNow, Jira, or similar.
• Experience in incident management, escalation, and cross-team coordination.
• Experience documenting procedures and runbooks.
• Availability to participate in on-call rotations, shifts, or out-of-hours coverage, if required by the service.
• Effective verbal and written communication skills for collaborating with technical teams and explaining issues to non-technical stakeholders.
• Ability to work autonomously.
• Ability to remain calm during critical incidents.
• English proficiency (B2+).

Nice to have:

• Experience programming backend applications, preferably with BigData technologies in Spark with Scala.
• Exposure to cloud platforms (AWS, Databricks, Cloudera).
• Familiarity with data integration and ETL processes (e.g., Airflow, Control-M).
• Understanding of accounting/finance concepts or experience with financial data.
• Experience working with Scrum.

• Actively monitor the production environments of Accounting Data applications to detect potential issues and ensure smooth operation.
• Execute first-line containment or recovery actions following runbooks.
• Carry out initial diagnosis using logs, dashboards, traces, SQL queries, etc.
• Resolve technical incidents, analyzing and either solving them or escalating them to Level 2.
• Analyze the root causes of recurring problems and propose improvements to Level 2 to reduce the inflow of incidents.
• Work closely with Level 2 to implement fixes, share insights, and improve processes.
• Document incident resolutions and establish best practices to build a knowledge base for continuous improvement.
• Act as a point of contact during operational incidents.
• Keep users, business stakeholders, and technical teams informed of status, impact, and estimated resolution time when applicable.
• Coordinate handoffs between shifts or on-call coverage to ensure no context is lost.
• Ensure every ticket or incident is properly documented.
• Provide enhanced support during critical windows or business closings.
• Act as a technical and operational support point for the other team members.
• Help standardize the way the team works, prioritizes, and escalates issues.