Applications Engineer - Service Desk

Applications Engineer - Service Desk

Job Title: Applications Engineer - Service Desk
Contract Type: Contract
Location: Amsterdam, North Holland
Salary: €350 - €400 per day
Reference: BBBH7994
Contact Name: David Lawrence
Contact Email:
Job Published: September 23, 2018 20:37

Job Description

Our client is one of the largest TV and internet companies in the world. They require an Applications Engineer to join their team over in Amsterdam.

*Monitoring of Applications: creating incidents / doing triage, trouble shooting and, where possible, resolving actions for alarms received
*Entry point for support for local Country IT teams and business lines
*Monitor USMS (Remedy ticketing system) queues. Attempt first fix and ad-hoc workaround incident resolution activities, including but not limited to Stop/Start applications on alert
*Raise tasks to other teams in the cases where first time resolution is not possible and coordinate the resolution activities
*Chase teams for update on incidents, ensure that those teams are updating the ticketing system with progress / steps taken
*Organise and coordinate conference calls where needed for incidents that need a call between multiple teams to speed up resolution
*For Critical incidents (P1s) send communications on the progress of the incident to the business
*Answer the CSD phone - usually to countries calling with a question about their open incidents
*Deal with escalations coming from countries for example on ageing tickets, lack of responsiveness from teams etc.
*Follow internal incident-, change- and problem management processes in USMS (Remedy ticketing system)
*Check Jira for progress on Release (code change) tickets.
*Coordinate with vendor partners in the resolution of tickets where needed
*Create Problem tickets based on recurring incidents and add information as required, ensuring relevant associations between Problem and Issue are logged
*Ownership of incidents until fix, with follow up duties, and taking responsibility for e2e resolution, coordinating the fix with second and third line teams
*Suggestions on long term improvements to availability of application. Liaise with developers, engineers and the business in order to identify operational issues

*Experience in Windows environments
*Basic Linux understanding with the willingness to learn
*Experience in monitoring and scheduling systems is a plus (Nagios, Spectrum, Grafana, Splunk, Cronacle)
*Experience in working with ticketing systems (preferably Remedy and/or Jira)
*Understanding of Incident, Change, Problem, Release Management (ITIL) processes
*Process minded and precise. Accurate documentation and (English) writing skills
*Good troubleshooting, deep-dive investigation skills
*Good communication skills and understanding of various cultures
*Attention to detail, conscientious and persistent
*Flexible, team player
English speaking is essential and this may be a long term contract up to 18 months.

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