Production Support Engineer

• Own incident and problem management processes, including RCA, resolution, and preventive actions
• Monitor production service health, detect anomalies, and respond before issues become incidents
• Execute and oversee deployments through CI/CD pipelines and coordinate rollback activities when required
• Troubleshoot failed deployments and support release execution processes
• Maintain stability and alignment of Pre-Production and Production environments
• Document operational procedures, known issues, and resolution steps in runbooks and knowledge repositories
• Collaborate with development and platform teams to triage incidents and address operational requirements
• Identify recurring operational issues and propose automation or tooling improvements
• Improve observability through dashboards, alerts, and log analysis
• Contribute to service continuity activities and disaster recovery exercises

• Proven experience in IT operations, application support (2nd/3rd line), or a similar production-facing role with 5+ years of experience
• Demonstrated ownership of incidents end-to-end, from alert handling through RCA and prevention
• Practical experience working within an ITIL framework, including incident, problem, and change management, with 2+ years of experience
• Experience working in Agile delivery environments alongside development teams
• Excellent English communication skills with the ability to explain technical issues to both technical and non-technical stakeholders
• Hands-on experience with Splunk, Apica, and Sysdig for log analysis, monitoring, and alerting
• Strong understanding of Prometheus and Grafana for dashboard analysis and alert tuning
• Practical experience operating services on Kubernetes and Linux CLI, including pod health checks, log analysis, and service restarts
• Experience executing and troubleshooting Jenkins deployment pipelines
• Proficiency with Git version control systems
• Experience querying and troubleshooting relational databases including Oracle and DB2
• Working knowledge of Spring/Hibernate applications, Kafka message flows, and XML/JSON payload analysis

Nice to have:

• Helm deployments
• Java/J2EE
• IBM DataStage
• Bash or Python for automation
• Ansible