Senior Application Support Analyst

Job Type: Permanent Build a brilliant future with Hiscox About us: HISCOX is an international insurer specialized in the market of luxury goods & property, and high-end professional insurance. As experts in risk, we give people and businesses the confidence to realise their ambitions. With offices in 9 European countries, we have a very international staff and encourage a culture that fosters inclusion and collaboration, offering exciting opportunities for personal and professional growth. In our Lisbon office we have the privilege of employing approximately 500 exceptional professionals representing 29 diverse nationalities. Despite our central location within the city, we recognize the importance of maintaining a healthy work-life balance. As part of our commitment to our employees’ well-being, we provide a 35-hour workweek along with the option for a hybrid working schedule. The Team: In Hiscox Europe, you will work across several geographies, which includes Germany, France, Benelux, Iberia and Ireland. We are organized in an Agile manner through Value Streams with the aim of autonomous teams towards specific key demands, be it country specific or cross country. As part of the Europe Technology Team, based in Lisbon, and reporting to Service Product Owner, you will be an Application Support Analyst of the European Application Support team. The Role: As a Senior Application Support Analyst, you will act as a technical authority within the European Application Support team. In addition to L2/L3 operational support, you will drive automation, proactive monitoring, and continuous improvement across business-critical applications, with a strong focus on OutSystems platforms and DevOps practices. Key Responsibilities: Operations & Service Delivery Ensure availability, performance, and stability of European applications across production and pre-production environments. Act as senior technical point of contact for complex application issues. Collaborate closely with business users, vendors, and internal teams. You will read and interpret functional design documents outlining requirements from various business areas to support monitoring, maintenance, and ticket handling. Advanced Application & Platform Support Provide advanced support for OutSystems applications including architecture, integrations, and release support when needed. Perform deep technical analysis across application, database, and integration layers. Influence application design from an operability and resilience perspective. Incident Management, Automation & Monitoring Lead or contribute to major incident resolution and stakeholder communication. Perform root cause analysis and drive permanent remediation actions. Coordinate post-incident reviews and track improvement actions. Design and improve monitoring and alerting strategies to reduce MTTR. Develop automation for operational tasks, diagnostics, and health checks. Collaborate with Development teams on CI/CD pipelines and release readiness. Knowledge Management Own and maintain operational documentation, runbooks, and support models. Support service transition and operational readiness for new applications. Mentor and coach junior support analysts. Person Specification: Must have: Strong experience in L2/L3 application support within complex environments. Excellent English communication skills (all work is conducted in English) Solid Out Systems platform knowledge including production support Advanced SQL, API troubleshooting, and application log analysis skills. Experience with monitoring and observability tools (Grafana, Dynatrace, New Relic). Excellent English communication and stakeholder management skills. Excellent problem-solving abilities Understanding of ITIL principles, having certification will be highly recognized. Nice to have: Knowledge of Azure cloud platform and previous experience with Azure cloud operations as well as certifications is a plus. Understanding of DevOps principles and CI/CD pipelines Experience supporting web applications Experience working with insurance companies or other financial systems Why Hiscox? Healthy work-life balance with our 35h/week and hybrid working system. Holidays: 25 days + 2 Hiscox Days (Extra two Annual Leave). Health insurance, gym allowance, pension plan etc. After 5 years work 1-month sabbatical leave. Team spirit with many opportunities to engage and an open culture. Work with amazing people and be part of a unique culture