AMS Support Engineer

As an AMS Engineer, you will contribute to the operational stability, availability and continuous improvement of business-critical applications. You will work as part of the VWFS Porto AMS team, providing 2nd-level application support, managing incidents, problems, changes and service requests.

• Providing 2nd-level application support for business-critical enterprise applications, acting as an operational troubleshooting point for incidents, service requests and problems across supported markets
• Monitoring and handling Incident, Request, Change and Problem queues, ensuring timely triage, prioritization, documentation, routing and escalation according to VWFS ITIL-based processes
• Investigating application issues by analyzing logs, monitoring alerts, database information, batch and scheduled job execution, integration behavior, API errors and available deployment evidence
• Supporting incident restoration for Priority 1 and Priority 2 situations, including on-call participation, stakeholder communication, workaround coordination and escalation
• Supporting Problem Management by identifying recurring incident patterns, contributing to root-cause analysis, documenting known errors, and helping drive sustainable corrective actions
• Supporting controlled Change and Release activities across application environments, including deployment preparation, change validation, release calendar alignment and post-deployment checks
• Supporting database-related troubleshooting together with Platform and database teams, including database version alignment, SQL evidence collection and database refresh coordination
• Supporting containerized application operations by interpreting Kubernetes-level indicators such as pod status, deployment health, secrets and configuration issues
• Working with automation and CI/CD tooling such as Git-based repositories, deployment pipelines and operational scripts to support deployments and planned activities
• Supporting monitoring and observability activities using enterprise monitoring solutions, helping detect anomalies, validate alerts, reduce false positives and improve operational visibility
• Supporting integration-related incident analysis across APIs, middleware components, file transfers, data flows and surrounding systems
• Supporting planned maintenance activities, credential and password rotations, certificate renewals, configuration updates and privileged access coordination
• Collaborating with Platform, TAM, Integrations, Functional teams, QA, vendors, HQ IT Operations, Service Management and market representatives
• Maintaining AMS documentation, including runbooks, operating instructions, known-error articles, release and deployment evidence, monitoring documentation and troubleshooting guides
• Contributing to continuous improvement of AMS processes, ticket quality, monitoring quality, deployment readiness, knowledge sharing, automation usage and cross-team handovers

• Bachelor’s degree in Informatics, Computer Science, Engineering, Information Systems, or equivalent practical experience
• 3+ years of experience in Application Support, Application Management Services, IT Operations, ITSM, Service Management or similar operational support roles
• Hands-on experience in 2nd-level support for business-critical enterprise applications, including incident triage, log analysis, escalation, stakeholder communication and service restoration
• Good understanding of ITIL-based processes, especially Incident Management, Problem Management, Change Management, Request Fulfillment, Release Management and Availability Management
• Practical experience with ITSM and ticketing tools, ticket lifecycle documentation, SLA-driven operations, evidence collection and communication of incident and change status
• Strong SQL and relational database troubleshooting awareness, ideally with Oracle Database and PostgreSQL experience
• Basic understanding of Linux, Kubernetes and containerized application operations, including pods, deployments, services, secrets, configuration management and GitOps concepts
• Familiarity with automation and CI/CD tooling, deployment pipelines, YAML-based configuration, scripting and controlled release governance
• Experience or familiarity with monitoring and observability platforms such as Dynatrace, Prometheus or similar
• Ability to troubleshoot across application, database, integration and platform boundaries
• Practical scripting capability using Shell/Bash, Python or similar technologies to automate operational tasks and support Kubernetes operations through kubectl
• Understanding of enterprise integration patterns, APIs, middleware and file-based integrations
• Ability to work in controlled production environments with attention to documentation, approvals, auditability, evidence collection, access management and compliance requirements
• Strong communication and collaboration skills, with the ability to coordinate across AMS, Platform, TAM, Integrations, Functional teams, vendors, HQ teams and international markets
• Analytical mindset, ownership attitude and service-oriented behavior
• Availability to participate in on-call rotations and planned activities outside regular business hours for critical incidents, deployments and maintenance activities
• Fluent in spoken and written English

• Understanding database refreshes, database version alignment, replication technologies and production-readiness validation is a strong advantage

• Internship scholarship + meal allowance
• Mentorship
• Incredible and unique annual company events
• Opportunity to work on an international project and be part of a multicultural and multidisciplinary team
• Continuous training – technical and behavioral development
• Possibility to remote work
• Free parking

Resumo organizado por IA a partir do anúncio original. Confirma os detalhes no site da empresa.