Brazil
Application Support for Online and Offline Sales applications, most precisely working as Segment Leader for the Commercial environment, which consists of specific Sales applications dedicated to huge customer accounts, also known as Premier accounts. Accountable for handling Medium, High and Critical priority application incidents raised by internal Service Desk Teams upon customer calls, providing them with root cause analysis and issue resolution within the agreed SLA. Partnership with Project Managers, Developers, Product Owners and Technical Project Managers to identify, document and fix application bugs found in Production environment. Work closely with Change and Release Management Teams to effectively deploy application change requests in Production. Host a weekly call with Account Management, Project Management and Service Desk Teams to review incident aging and their current status, to allocate resources to work on escalated incidents, prioritize incidents that needs to be worked more urgently based on business impact, define the priority of code change items to have Project Managers allocating them to a suitable release and negotiate day to day processes between teams. Coach and provide training to new hires within the Commercial environment, making sure that they achieve the goals established on their development roadmap, helping them to develop technically and personally. First point of contact for escalations and High/Critical events, allowing Junior members to focus on their careers, technical development and Medium priority incidents. Partnership with Team Managers to generate reports and provide them with an overview of the environment status upon need, always acting as the first point of contact for administrative tasks, process changes and escalations.
Application Support for Online and Offline Sales applications focused on the Commercial environment, which consists of specific Sales applications dedicated to huge customer accounts, also known as Premier accounts. Accountable for handling Medium, High and Critical priority application incidents raised by internal Service Desk Teams upon customer calls, providing them with root cause analysis and issue resolution within the agreed SLA. Partnership with Project Managers, Developers, Product Owners and Technical Project Managers to identify, document and fix application bugs found in Production environment. Work closely with Change and Release Management Teams to effectively deploy application change requests in Production. Experience with Troubleshooting Tools and Microsoft environment, working with technologies as: Microsoft Office (Excel, Word, Power Point, Outlook, One Note), Microsoft SharePoint, SQL Server Management Studio (Basic Queries like Select, Update, Delete and Insert Statements and also Stored Procedure troubleshooting), Microsoft Windows Server (2008, 2012, Windows Services, NSQs, IIS Management), Microsoft Active Directory Services, Toad for Oracle (Basic Queries), Soap UI (Troubleshoot payloads flowing between the client-server-service flow), Fiddler (Troubleshooting Network Issues), AppDynamics, Splunk, TTW, Foglight, Microsoft System Center Operations Manager (SCOM), Gomez, Oracle Enterprise Manager 12C Monitoring Tool and Control-M. Experience with ITSM Tools like BMC Remedy and ServiceNow.