IT Support Analyst (2nd line) | f/m/d

About Us Keystone AI S.A. (ET&S), a member of the Munich Re and ERGO Group, is delivering integrated IT and business services to international markets. Our expertise lies in providing advanced IT services, with a focus on modern, business-driven technology solutions. On the business side, we also support the Group in various end-to-end insurance processes, including finance, operations, and underwriting. With offices in Warsaw and Gdansk, and strong global partnerships, we foster a dynamic, multicultural environment that promotes diversity and international opportunities. About the role As an IT Support Analyst, you will be responsible for providing advanced technical support and operational maintenance for a large-scale insurance portal serving over 3 million customers. The role focuses on incident investigation, root cause analysis, system monitoring, and collaboration with development and infrastructure teams to ensure high availability, performance, and reliability of business-critical applications. How you will get the job done providing 2nd line technical support for complex incidents and service requests escalated from 1st line support (Customer Call Centre) investigating and resolving application, integration, and data issues in a high-volume insurance portal environment performing detailed troubleshooting using logs, monitoring tools, and database queries, conducting root cause analysis, and implementing preventive actions to reducing recurring incidents monitoring system health, performance, and availability for ensuring SLA compliance collaborating with development, QA, DevOps, and infrastructure teams for resolving defects and deploying fixes supporting application releases, patches, and configuration changes in production and pre-production environments maintaining technical documentation, knowledge base articles, and operational procedure participating in incident management, including major incident response and post-incident reviews ensuring data integrity, security standards, and regulatory compliance within the insurance domain identifying opportunities for automation and continuous service improvement Skills and experience you will need fluency in German and English (B2/C1) training in an IT profession or studies in IT at least 5 years of professional experience in Service Desk area in application management or second-level support function in an IT environment, especially in the following areas: Insurance/Banking business processes; Webportal/Mobile App applications; B2C digital marketing, customer retention, or similar experience as an IT Support Analyst or similar role understanding of backend and frontend IT systems, interfaces, and functionalities as well as general IT software development and cloud infrastructure talent in capturing things quickly as well as structuring and orchestrating topics understanding of the Incident Management process according to ITIL stakeholder management experience analytical mindset with strong planning, coordination, and organizational skills to ensure smooth AMS processes and as well to assist the Service Manager or the customer directly confidence, assertiveness, and strong commitment working in a distributed multi-national team and a customer service-oriented role Perks & Benefits Let's be healthy Medical package, sports card, and numerous sports sections – these are some of the benefits that help our employees stay in good shape. Let's be balanced Work-life balance is a key aspect of a healthy workplace. We offer our employees flexible working hours, a confidential employee assistant program, as well as the possibility of remote working. However, staying at home with our in-office gaming room and dog-friendly office in Warsaw won’t be easy. Let's be smart We organize numerous workshops and training courses. Thanks to hackathons and meetups, our specialists share their expertise with others. Additionally, we have a wide range of digital learning platforms and language courses. Let's be responsible Each year, we participate in several CSR activities, during which, together with our colleagues, we do our best to create a better future. Let's be fun Company-wide bike races and soccer matches, film marathons in our cinema room or other engaging team-building activities – we got it covered! Let's be diverse Every team member is valued, regardless of gender, nationality, religious beliefs, disability, age, and sexual orientation or identity. Your qualifications, experience, and mindset are our greatest benefit!