providing 2nd line technical support for complex incidents and service requests escalated from 1st line support (Customer Call Centre)
investigating and resolving application, integration, and data issues in a high-volume insurance portal environment
performing detailed troubleshooting using logs, monitoring tools, and database queries, conducting root cause analysis, and implementing preventive actions to reducing recurring incidents
monitoring system health, performance, and availability for ensuring SLA compliance
collaborating with development, QA, DevOps, and infrastructure teams for resolving defects and deploying fixes
supporting application releases, patches, and configuration changes in production and pre-production environments
maintaining technical documentation, knowledge base articles, and operational procedure
participating in incident management, including major incident response and post-incident reviews
ensuring data integrity, security standards, and regulatory compliance within the insurance domain
identifying opportunities for automation and continuous service improvement
requirements-expected :
fluency in German and English (B2/C1)
training in an IT profession or studies in IT
at least 5 years of professional experience in Service Desk area in application management or second-level support function in an IT environment, especially in the following areas: Insurance/Banking business processes; Webportal/Mobile App applications; B2C digital marketing, customer retention, or similar
experience as an IT Support Analyst or similar role
understanding of backend and frontend IT systems, interfaces, and functionalities as well as general IT software development and cloud infrastructure
talent in capturing things quickly as well as structuring and orchestrating topics
understanding of the Incident Management process according to ITIL
stakeholder management experience
analytical mindset with strong planning, coordination, and organizational skills to ensure smooth AMS processes and as well to assist the Service Manager or the customer directly
confidence, assertiveness, and strong commitment
working in a distributed multi-national team and a customer service-oriented role
offered :
Lets be healthy – medical package, sports card, and numerous sports sections – these are some of the benefits that help our employees stay in good shape.
Lets be balanced – work-life balance is a key aspect of a healthy workplace. We offer our employees flexible working hours, a confidential employee assistant program, as well as the possibility of remote working. However, staying at home with our in-office gaming room and dog-friendly office in Warsaw won’t be easy.
Lets be smart – we organize numerous workshops and training courses. Thanks to hackathons and meetups, our specialists share their expertise with others. Additionally, we have a wide range of digital learning platforms and language courses.
Lets be responsible – each year, we participate in several CSR activities, during which, together with our colleagues, we do our best to create a better future.
Lets be fun – company-wide bike races and soccer matches, film marathons in our cinema room or other engaging team-building activities – we got it covered!
Lets be diverse – every team member is valued, regardless of gender, nationality, religious beliefs, disability, age, and sexual orientation or identity. Your qualifications, experience, and mindset are our greatest benefit!
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
