Application Production Support Engineer

The Application Production Support Engineer is a detail-oriented and technically skilled professional responsible for managing and supporting critical business applications in a production environment, with a strong focus on delivering high-quality IT services.

This role is responsible for ensuring the stability, availability, performance, and reliability of applications within the team's scope. The professional will also manage incident resolution in a timely manner, collaborating closely with internal stakeholders (Development, Infrastructure, and Architecture teams) as well as external partners and service providers to drive sustainable and long-term solutions.

Main Responsibilities

Application Stability & Availability (Expert)

• Monitor, maintain, and support business-critical applications, ensuring high availability, stability, and optimal performance.
• Actively participate in Incident and Problem Management processes, including:
• Participation in Major Incident (P1/P2) Situation Rooms.
• Root Cause Analysis (RCA) activities.
• Identification of incident trends and recurring issues.
• Contribution to permanent corrective actions and preventive measures.
• Ensure compliance with ITIL governance practices, operational procedures, and established Service Level Agreements (SLAs).
• Execute application deployments, releases, and change requests following ITIL and DevOps methodologies.
• Proactively identify, analyze, and resolve technical issues to support uninterrupted business operations.
• Participate in on-call support rotations and provide 24/7 support coverage for critical applications when required.

Technical Support & Collaboration (Expert)

• Serve as a primary point of contact between Production Support and Development teams for troubleshooting and issue resolution.
• Collaborate closely with Scrum and DevOps teams to design, deploy, maintain, and continuously improve application services.
• Implement upgrades, patches, configuration changes, and new functionalities while minimizing business impact and ensuring service continuity.
• Contribute to the continuous improvement of operational processes, automation, and platform reliability.

Documentation & Knowledge Sharing (Expert)

• Create, maintain, and continuously update technical documentation, including operational procedures, system configurations, troubleshooting guides, and runbooks.
• Promote knowledge sharing and best practices across global support teams to improve operational efficiency and service quality.
• Support the development and maintenance of knowledge bases to facilitate issue resolution and onboarding activities.

Platform Monitoring & Observability (Expert)

• Implement, maintain, and optimize monitoring and observability solutions across production environments.
• Leverage platforms such as Dynatrace and other observability tools to ensure proactive monitoring and rapid incident detection.
• Collaborate with Development teams and Centers of Expertise to define and enhance observability standards and monitoring strategies.
• Promote an observability-first mindset, enabling early identification and resolution of potential service disruptions.
• Continuously improve monitoring dashboards, alerting mechanisms, and operational metrics.

General Responsibilities

• Complete all mandatory training required for the effective operation of the IT Production area and compliance with company policies.
• Perform additional activities, when required, to support business objectives and ensure the proper functioning of the Center of Expertise.
• Contribute to continuous improvement initiatives within the Production Support organization.

 

API, Application Servers & Kubernetes (Expert)

• Strong knowledge of Java Application Servers, particularly Red Hat JBoss EAP.
• Understanding of Java application troubleshooting, including:
• Heap dump analysis.
• Thread dump analysis.
• Performance tuning and optimization.
• Hands-on experience with OpenShift and Kubernetes-based platforms.
• Knowledge of Cloud-native architectures and containerized environments.
• Experience with API Gateway solutions such as Axway and Apigee.

RHEL Linux Operating System (Expert)

• Advanced administration and troubleshooting experience in Red Hat Enterprise Linux (RHEL) environments.

Tooling & Automation (Expert)

• Monitoring and observability platforms:
• Dynatrace
• Grafana
• Prometheus
• ELK Stack
• Jaeger
• CI/CD tools and practices:
• GitLab
• Jenkins
• Argo CD
• Nexus Repository (Sonatype)
• Infrastructure and configuration management:
• Ansible
• Terraform

Databases (Expert)

• Strong knowledge of relational databases, including:
• Microsoft SQL Server
• PostgreSQL
• Experience with database monitoring, performance analysis, and troubleshooting.

Agile Methodologies

Scrum Framework (Practitioner)

• Experience working within Agile and Scrum environments, collaborating effectively with cross-functional teams.

English mandatory.