Application Production Support

afarax is looking for a freelance Application Production Support. We need you!

The project:

Our client in the financial sector is looking for an Application Production Support

to join their team.

You will be the guardian of the stability of one or several applications, interacting with users, application integrators and vendors, developers, and the rest of the IT team. Your business sponsors will be a growing operational team, a sales team and a finance team. You will report to the IT Asset Manager.

This role is essential in ensuring the smooth operation of our fully cloud-based infrastructure, focusing on the management of our Azure tenant and providing IT service management support.

Azure tenant management:

You will take a lead role in managing and maintaining our Azure tenant, which hosts several company applications and databases. Responsibilities include:

Daily Operations:

• Address and resolve operational issues within the Azure environment.
• Execute investigation when incidents intervene on the Azure services.
• Collaborate with the 2nd and 3rd lines of support, generally outsourced to third parties.

Collaboration with the IT Asset Manager:

• Assist in optimizing resource usage to improve cost efficiency.
• Contribute to the design and implementation of strategies to maximize the benefits of Azure technologies.
• Support capacity planning and scalability initiatives.

Proactive Maintenance:

• Ensure process efficiency by implementing the key performance indicators, suggest improvements to the process continuously.
• Verify that regular updates and patches have been done to maintain a secure and reliable environment.
• Perform audits to ensure compliance with company policies and best practices.

Documentation:

• Document and enhance asset management processes, including versioning, release management, and service management.
• Maintain thorough documentation of the Azure infrastructure, configurations, and operational processes.

IT Service Management:

In addition to Azure management, you will play a critical role in ensuring seamless IT operations by participating in IT service management processes and providing support for the applicative part.

Responsibilities include:

First-Line Support:

• Act as the initial point of contact for IT-related issues for our application landscape, ensuring timely and effective response (workplace and workstation services are taken up by another team).
• Troubleshoot and resolve basic technical problems reported by users.

Ticket Management:

• Log, categorize, and prioritize IT service requests using the company's ticketing system.
• Distribute unresolved requests to the appropriate second-line teams for further action.

Customer Service:

• Provide excellent customer service by keeping users informed about the status and progress of their requests.

Is this you?

Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications or equivalent experience will also be considered.

Technical Skills:

• Strong experience with ServiceNow as ITSM tool.
• Able to read and understand complex network diagrams.
• Experience managing Microsoft Azure environments and more specifically integrations, Entra ID, SendGrid, and Azure firewall.
• General application integration knowledge.
• Familiarity with IT service management frameworks (e.g., ITIL).
• Knowledge of ticketing systems and first-line support processes.
• Good understanding of information security principles and risk-based approach.

Soft Skills:

• Excellent problem-solving abilities.
• Able to write structured and rigorous deliverables such as knowledge base articles & reporting on activities.
• Strong verbal and written communication skills.
• Able to work effectively both independently and as part of a team.
• Understand and follow procedures, apply RACI and providing feedback to improve them.
• Security first approach with specific vigilance about security issues such as data sharing, vulnerabilities,

Certifications (Preferred but not required):

• Microsoft Azure Administrator Associate (or equivalent).
• ITIL Foundation Certification.
• Information security certifications (e.g., CompTIA Security+, CISSP) are a plus.

You are fluent in English (written + oral), knowledge of Dutch and/or French is a big plus.

Nice to have:

• Acquainted with Azure best practices (CIS, Compliance report, ).
• WordPress site administration experience.
• Salesforce basic knowledge.
• Experience in financial services sector (security approach, compliance).

How afarax supports you?

• You benefit from our extensive network
• You will have access to projects that fit your expertise
• We help and support you throughout your project
• We offer the possibility to build a valuable and lasting partnership

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