Application Support Analyst

Description

Job Summary: Level 2 Production Support Analyst for critical Wealth Management applications, focused on incident resolution, root cause analysis, and continuous improvement. Key Highlights: 1. Support for critical financial applications (Wealth Management) 2. Focus on incident resolution and stability improvement 3. Collaboration with development teams We are the only complete solution for the financial market! Evertec is a technology company specializing in financial services, with over 27 years of market presence across 26 countries in Latin America and the Caribbean, processing over 11 billion transactions annually. We offer a comprehensive portfolio of software solutions, merchant acquiring, payment processing, and payment technologies, contributing to the digital transformation of financial institutions, enterprises, and fintechs. Our commitment lies in technological excellence, financial inclusion, and generating sustainable value for customers, employees, and partners. Requirements: **Responsibilities:** Provide Level 2 production support for critical Wealth Management and financial services applications. Investigate and resolve incidents related to applications, infrastructure, and databases. Perform root cause analysis (Root Cause Analysis \- RCA) and coordinate corrective actions to prevent problem recurrence. Monitor application health, infrastructure performance, and service availability. Execute daily system integrity checks and validations following implemented changes. Execute and support change implementations (changes). Support Disaster Recovery (DR) tests and Business Continuity activities. Manage incidents, problems, and changes following ITSM (IT Service Management) best practices. Maintain up-to-date operational documentation, runbooks, and support procedures. Participate in on-call rotations and critical incident management. Collaborate with development teams to improve application stability and supportability. Identify opportunities for automation, proactive monitoring, and operational efficiency improvements. Provide timely communication and updates to stakeholders during high-impact incidents. **Required Experience:** Bachelor’s degree in Information Technology, Computer Science, Engineering, or related fields. More than 3 years of experience in Application Support, Production Support, or IT Operations. Solid knowledge of Windows server administration and IIS environments. Strong knowledge of Linux administration and troubleshooting. Strong SQL knowledge, with hands-on experience supporting Oracle and SQL Server databases. Experience investigating incidents related to applications, infrastructure, and databases. Experience with automation and PowerShell scripting. Experience with monitoring and observability platforms such as Grafana or similar tools. Solid understanding of Incident, Problem, and Change Management processes. Experience with ITSM platforms (ServiceNow or equivalent). Strong analytical skills and troubleshooting capabilities. Advanced English proficiency for communication. **Work Modality: Hybrid (3 days per week onsite at the office: Av. Brigadeiro Faria Lima, Itaim Bibi)** Benefits So, does this resonate with you? Then let me tell you what you’ll find here, beyond a dynamic environment: * Meal or food allowance; * Flexible Benefit (Flash); * Health insurance; * Partners for psychological, legal, financial, and nutritional support (CLUDE, C4LIFE, and ASQ); * Psicologia Viva; * Dental insurance; * Childcare allowance; * Allowance for children with special needs; * Fertility treatment allowance; * Extended Maternity and Paternity Leave; * Transportation allowance or Home Office allowance (for remote work contracts); * Gympass (Wellhub) and TotalPass; * Flexible working hours; * Life insurance; * Partnership club; * Sesc partnership; * Just dress no code (no dress code); * Birthday day off; * Beca (education incentive program); * PPR or Bonus \- based on goal and result achievement. We value diversity and understand that what truly adds value is precisely varied ideas and perspectives. Therefore, race, color, religion, gender and gender identity, nationality, disability, sexual orientation, ancestry, or age will not prevent you from joining our team.