Application Support Engineer
Published on 07/09/2024
Proximus Luxembourg
Working time
Type of contract
Spoken languages
Remote working
Your mission
As a Application Support Engineer, you will be a key member of our team dedicated to maintaining and optimizing our sales applications, web-based customer management tools, and internal systems. You will work closely with technical experts and system administrators to ensure maximum availability and optimal performance of our systems.
Responsibilities
- Maintain and support our Internet, TV, and Fixed voice services by responding to alerts, incidents, and customer issues.
- Troubleshoot and lead investigations into technical customer complaints to restore service and ensure Quality and Customer Experience targets are met.
- Treat incidents and perform necessary troubleshooting actions.
- Assist external teams in provisioning telecom services as needed.
- Report incidents, problems, and statistics deviations.
- Document processes and troubleshooting actions for the team.
- Provide daily support for critical applications, including monitoring, troubleshooting, and incident resolution.
- Collaborate with development, DevOps, and system administration teams to diagnose and resolve technical issues.
- Ensure adherence to SLA (Service Level Agreements) for incident and support requests.
- Continuously improve applications and systems by identifying performance and reliability opportunities.
- Maintain and optimize the Openshift cluster and several EAP and Fuse servers.
Required Skills and Experience
- Degree in Telecommunications or equivalent professional experience.
- Proven experience in application support within a complex and critical environment.
- Previous experience in telecommunications (TV, VoIP, Broadband, FTTH, Cloud-PBX, or mobile networks).
- Strong DevOps environment knowledge and associated tools (CI/CD, monitoring, etc.).
- Solid troubleshooting and problem-solving skills for applications.
- Good understanding of Middleware technologies, particularly Openshift, EAP, and Fuse.
- Excellent follow-up skills to track open items and chase down responses on unresolved issues.
- Strong team collaboration and effective communication skills.
- Autonomy, rigor, and the ability to manage priorities in a dynamic environment.
- Experience with ticketing systems and incident tracking.
- Proficiency in French and English is mandatory.
Qualifications
- Bachelor’s degree in Telecommunications, Computer Science, or a related field.
- Minimum 8 years of experience in application support or system administration within a DevOps context.
- Knowledge of telecommunications environments is a plus.
- Relevant certifications in DevOps, Openshift, or related areas are an advantage.
