Ignít - A Claranet Portugal Company

Support Engineer

• Provide application support, troubleshooting incidents and service requests
• Monitor and maintain business applications, ensuring high availability and performance
• Analyze and resolve issues related to databases, integrations, and application workflows
• Execute and optimize SQL queries and scripts to support application maintenance and troubleshooting
• Support environments running on Windows and Linux operating systems
• Work with MySQL, Oracle, and SQL Server databases, ensuring data integrity and performance
• Use ticketing tools to manage incidents, service requests, and escalations according to defined SLAs
• Collaborate with development, infrastructure, and business teams to identify root causes and implement solutions
• Create and maintain technical documentation and operational procedures
• Participate in continuous improvement initiatives to enhance application support processes

Application Support Technician

Manager

• Manage communication with the customer within service execution
• Ensure service-level fulfilment and internal and external KPIs through continuous expectations management
• Monitor and report performance and quality indicators
• Manage escalations and issues, ensure complaint responses, and control contract risks
• Ensure compliance with contractual and operational requirements
• Proactively identify and resolve deviations or critical incidents
• Manage customer providers when contracted
• Act as the main interface with the client and internal stakeholders to ensure strategic and operational alignment
• Schedule, prepare, execute, and follow up on service reports and service meetings
• Promote continuous improvement of processes and customer experience
• Update tools and systems accordingly

Service Manager

Business Intelligence Developer

• Support the design, development, and maintenance of Business Intelligence solutions
• Create, maintain, and enhance reports and dashboards using Microsoft Power BI
• Collect, analyze, and interpret data to support business decision-making processes
• Work with relational and non-relational databases, ensuring data quality and consistency
• Assist in implementing data access controls and security best practices
• Collaborate with technical and business teams to gather requirements and deliver reporting solutions
• Participate in Agile development processes and contribute to continuous improvement initiatives

Application Support Technician

Service Manager

Junior Power BI Consultant