Sr. Application Support Analyst

Description

In the role of **Senior Systems Support Analyst**, you will serve as the primary point of contact for users and act as the technical reference for handling incidents in the bank's corporate systems, facilitating root cause identification, implementing temporary fixes and preventive measures, and guiding corrective actions with development teams. You will be responsible for leading N2 support, conducting operational rituals (daily stand-ups, incident calls, war rooms), ensuring the quality of problem analyses (RCA), identifying continuous process improvements in support delivery, and maintaining clear, structured, and effective communication with stakeholders and management. **Day-to-Day Responsibilities** * Support corporate financial systems across origination and customer-, partner-, and internal-department-facing areas; * Serve as the technical focal point for N2 support, assisting the team in investigating complex incidents and diagnosing systemic issues; * Lead incident calls, operational daily stand-ups, and technical alignment sessions with internal teams and vendors; * Propose and execute actions to prevent incident recurrence through proactive analysis, definition of alternative system workflows, and creation/execution of database scripts; * Act as the Problem Coordinator for the area, monitoring critical problems, tracking action plans, and ensuring adherence to deadlines; * Ensure RCAs (Root Cause Analyses) are delivered with quality, technical consistency, and clarity, providing appropriate input to support definitive fixes by development teams; * Support the evolution of support processes, pursuing efficiency gains, incident reduction, and continuous improvement of the user experience; * Serve as a technical and behavioral reference for the team and third-party partners. “We are leaders in delivering the flexibility and transparency our customers increasingly expect.” **Essential Requirements** Technical Knowledge * Bachelor’s degree in Computer Science, Information Systems, or related fields; * Minimum 3 years’ experience with SQL Server databases, including script creation and execution, queries, reporting, and data extraction; * Knowledge of system integration (framework .NET, SOA, microservices, cloud, API, JSON); * Intermediate English; Intermediate Spanish (desirable). * Behavioral Skills and Competencies * Proactivity, sense of responsibility, self-management, and commitment; * Organization and ability to efficiently manage multiple demands and priorities; * Excellent communication and facilitation skills, with the ability to engage diverse audiences and translate technical topics for non-technical stakeholders; * Resilience and solution-oriented mindset, with ease adapting to constantly shifting priorities; * Strong interpersonal relationships, with ability to operate effectively in global, diverse, and multicultural environments; Act as a technical expert and reference, maintaining curiosity, systemic vision, and initiative to contribute beyond direct responsibilities. * **All Members Enjoy** * Two business days per year dedicated to volunteering at local NGOs. * Health and wellness program: Fresh fruit daily and on-site massages available at our office. * Flexible working hours and hybrid work model: You choose where and how to work (within the scope of your role). * Professional development opportunities: Mentorship and online training, development programs for members. * Click this link to view all regional benefits. “Our values are not imposed top-down but built by members themselves.” **Choose Well-being** * DLL’s ambition is to educate and empower members to build connections, manage their mental, emotional, and physical health, foster a culture of well-being, and encourage balance between personal and professional life. Our four well-being categories are: * Connection – Building meaningful connections with other DLL members; * Health – Managing mental, emotional, and physical health; * Finance – Providing learning opportunities to help members achieve personal financial balance; * Lifestyle – Maintaining balance between professional and personal priorities. There are things that matter to our members — and our members’ well-being matters to DLL! **About Us** At DLL, we are many things. We are team members, family members, community members. We are members of society, members of diverse cultures and nationalities. Members of change. Each of us holds distinct beliefs, passions, perspectives, talents, and interests. We come from varied backgrounds, cultures, nationalities, and life stories. Yet, despite all our differences, we share one thing in common: each of us is a DLL member. Our company was founded in the Netherlands. Today, however, we are truly multinational. Our unique culture is rooted in greater collaboration, less hierarchy, and honest openness — enabling us to integrate, ideate, and innovate across national borders. Many companies claim to be European, American, Asian, or Australian — but at DLL, we are all of these places and much more. We are an intercultural collaboration — an interconnected network — that gathers every day with a single shared objective: partnership for a better world. **Work Location:** Porto Alegre – RS, hybrid (2 days per week in the office).