Risk Customer Support - Lisbon - Permanent

We are looking for a Risk Customer Support professional to join a team supporting business-critical applications within the Financial Markets environment.

Main Tasks & Responsibilities

• Act as the first point of contact for customers, providing functional and technical support.

• Manage and follow up on support tickets from opening to resolution, ensuring clear and regular communication with customers.

• Analyse production incidents, identifying functional and technical root causes.

• Perform Level 1 technical troubleshooting and problem resolution.

• Investigate application and data-related issues using SQL and Linux/Unix environments.

• Handle reporting, data extraction and application configuration requests.

• Produce operational reports and monitor support KPIs.

• Prepare incident reports and follow up on corrective action plans.

• Organise and facilitate monthly customer committees and coordinate crisis calls when required.

• Support internal project and development teams during new releases and production rollouts.

• Manage application version changes, analysing associated risks and potential impacts.

• Support the integration and maintenance of applications within customer environments.

• Define and maintain operational and support procedures.

• Coordinate with external partners involved in support activities.

• Develop or improve control and monitoring tools to optimise support activities.

• Contribute to continuous improvement of monitoring, measurement and alerting practices.

• Create and maintain the knowledge base and support documentation.

Technical Skills

• Strong experience in Production Support / Application Support, preferably supporting business-critical applications.

• Strong knowledge of Financial Markets and related business processes.

• Advanced SQL, including hands-on experience investigating data and application issues.

• Good knowledge of Linux/Unix environments.

• Experience with Jira or similar ticketing tools.

• Good understanding of Incident, Problem and Change Management processes.

• Experience with monitoring and operational support tools.

• Shell scripting knowledge is a plus.

• Knowledge of messaging/file transfer technologies such as MQ, CFT or IBM B2B is a plus.

Languages

• Fluent Portuguese, written and spoken.

• Fluent English, written and spoken.

• French is a strong plus.

Work Model

📍 Parque das Nações, Lisbon
🏢 Hybrid: 2 days per week onsite
⏰ Working hours: 6:00 AM – 3:00 PM (Portugal time)