AMS Support Engineer

Who is Volkswagen Financial Services?

It's been more than 70 years since Volkswagen Financial Services AG financed the first Volkswagen vehicles in Germany in 1949. A lot has changed since then, but our core goal hasn't; ensuring we meet the mobility needs of the people.

Volkswagen Financial Services today operates in 48 markets through its various subsidiaries, shareholdings, and joint ventures. Volkswagen Financial Services is the largest provider of automotive financial services worldwide.

At VWFS Porto, we are proud to foster a gender-equal workplace, where diversity is celebrated, and every individual is provided with equal opportunities to thrive and succeed.

Objectives:

As an AMS Engineer, you will contribute to the operational stability, availability and continuous improvement of business-critical applications running in Consolidation and Production environments. You will work as part of the VWFS Porto AMS team, providing 2nd-level application support, managing incidents, problems, changes and service requests, supporting deployments and releases, and collaborating closely with Platform, TAM, vendors, HQ teams and international markets.

The main focus of the role is application operations, including incident and problem troubleshooting, request and change management, monitoring and proactive issue detection, deployment and release support, operational documentation, maintenance activities, and SLA-driven service delivery. AMS is dedicated to application-level support and operational stability in Consolidation and Production environments.

In this role, you will be responsible for:

• Providing 2nd-level application support for business-critical enterprise applications, acting as an operational troubleshooting point for incidents, service requests and problems across supported markets.
• Monitoring and handling Incident, Request, Change and Problem queues, ensuring timely triage, prioritization, documentation, routing and escalation according to VWFS ITIL-based processes.
• Investigating application issues by analyzing logs, monitoring alerts, database information, batch and scheduled job execution, integration behavior, API errors and available deployment evidence.
• Supporting incident restoration for Priority 1 and Priority 2 situations, including on-call participation, stakeholder communication, workaround coordination and escalation to Platform, TAM, vendor or HQ teams when required.
• Supporting Problem Management by identifying recurring incident patterns, contributing to root-cause analysis, documenting known errors, and helping drive sustainable corrective actions.
• Supporting controlled Change and Release activities across application environments, including deployment preparation, change validation, release calendar alignment, post-deployment checks, fallback awareness and documentation.
• Supporting database-related troubleshooting together with Platform and database teams, including database version alignment, SQL evidence collection, database refresh coordination, replication awareness and validation of deployment integrity.
• Supporting containerized application operations by interpreting Kubernetes-level indicators such as pod status, deployment health, secrets and configuration issues, and post-deployment behavior, in close collaboration with Platform Engineering.
• Working with automation and CI/CD tooling such as Git-based repositories, deployment pipelines and operational scripts to support deployments, planned activities, monitoring adjustments and repeatable operational tasks.
• Supporting monitoring and observability activities using enterprise monitoring solutions, helping detect anomalies, validate alerts, reduce false positives and improve operational visibility.
• Supporting integration-related incident analysis across APIs, middleware components, file transfers, data flows and surrounding systems, coordinating with the Integrations team where needed.
• Supporting planned maintenance activities, credential and password rotations, certificate renewals, configuration updates, privileged access coordination and other operational tasks required to maintain secure and stable services.
• Collaborating with Platform, TAM, Integrations, Functional teams, QA, vendors, HQ IT Operations, Service Management and market representatives to ensure clear ownership and sustainable incident and change resolution.
• Maintaining AMS documentation, including runbooks, operating instructions, known-error articles, release and deployment evidence, monitoring documentation, troubleshooting guides and handover materials.
• Contributing to continuous improvement of AMS processes, ticket quality, monitoring quality, deployment readiness, knowledge sharing, automation usage and cross-team handovers.

We believe that the right profile for this job should have / be:

• Bachelor’s degree in Informatics, Computer Science, Engineering, Information Systems, or equivalent practical experience.
• 3+ years of experience in Application Support, Application Management Services, IT Operations, ITSM, Service Management or similar operational support roles.
• Hands-on experience in 2nd-level support for business-critical enterprise applications, including incident triage, log analysis, escalation, stakeholder communication and service restoration.
• Good understanding of ITIL-based processes, especially Incident Management, Problem Management, Change Management, Request Fulfillment, Release Management and Availability Management.
• Practical experience with ITSM and ticketing tools, ticket lifecycle documentation, SLA-driven operations, evidence collection and communication of incident and change status.
• Strong SQL and relational database troubleshooting awareness, ideally with Oracle Database and PostgreSQL experience. Understanding database refreshes, database version alignment, replication technologies and production-readiness validation is a strong advantage.
• Basic understanding of Linux, Kubernetes and containerized application operations, including pods, deployments, services, secrets, configuration management, GitOps concepts and troubleshooting handovers with Platform teams.
• Familiarity with automation and CI/CD tooling, deployment pipelines, YAML-based configuration, scripting and controlled release governance.
• Experience or familiarity with monitoring and observability platforms such as Dynatrace, Prometheus or similar
• Ability to troubleshoot across application, database, integration and platform boundaries, identifying whether an issue should be handled by AMS, Platform, TAM, Integrations, vendors or HQ operations.
• Practical scripting capability using Shell/Bash, Python or similar technologies to automate operational tasks, troubleshoot Linux-based environments, analyze logs, collect diagnostic evidence, and support Kubernetes operations through kubectl and related command-line tools.
• Understanding of enterprise integration patterns, APIs, middleware and file-based integrations.
• Ability to work in controlled production environments with attention to documentation, approvals, auditability, evidence collection, access management and compliance requirements.
• Strong communication and collaboration skills, with the ability to coordinate across AMS, Platform, TAM, Integrations, Functional teams, vendors, HQ teams and international markets.
• Analytical mindset, ownership attitude and service-oriented behavior, focused on stability, customer impact, sustainable resolution and continuous improvement.
• Availability to participate in on-call rotations and planned activities outside regular business hours for critical incidents, deployments and maintenance activities.
• Fluent in spoken and written English.

What we Offer

• Internship scholarship + meal allowance
• Mentorship – you will always have a mentor by your side who will give you relevant insights about the business and the challenges you will face
• Incredible and unique annual company events
• Opportunity to work on an international project and be part of a multicultural and multidisciplinary team
• Continuous training – technical and behavioral development
• Possibility to remote work
• Free parking