At Stefanini we are more than 30,000 geniuses, connected from more than 40 countries, we co-create a better future.
Requirements- Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, or a related field.
- Minimum of 5 years of experience in Java Application Support within production environments.
- Solid understanding of Application Support, Incident Management, and Problem Management processes.
- Hands-on experience with ITSM tools, preferably ServiceNow.
- Knowledge of Java, REST APIs, SQL, Linux/Unix, and log analysis/troubleshooting.
- Familiarity with application monitoring and incident tracking tools.
- Basic understanding of the insurance industry is a plus.
- Experience participating in continuous process improvement initiatives.
- Strong customer service, communication, interpersonal, and organizational skills.
- Ability to prioritize workload, work under pressure, and collaborate effectively with cross-functional teams.
Essential Duties and Responsibilities:
- Provide technical support for Java applications in production environments, ensuring availability, stability, and optimal performance.
- Troubleshoot, analyze, and resolve application incidents and problems using ITSM tools such as ServiceNow while meeting established SLAs.
- Perform Root Cause Analysis (RCA) and implement preventive actions to minimize recurring issues.
- Monitor application performance and identify opportunities for continuous improvement.
- Collaborate with Development, Infrastructure, Database, and Middleware teams to resolve complex production issues.
- Document support procedures, solutions, and knowledge articles to enhance the support knowledge base.
- Generate reports and track incidents, problems, and operational metrics.
- Communicate effectively with users, stakeholders, and technical teams by providing timely updates on incident status and resolution.
- Participate in application deployments, maintenance activities, and production support to ensure service continuity.
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