Production Support Engineer

3 tygodni temu

Kraków, Lesser Poland TN Poland Pełny etat

Location: Hybrid model 1x per week in Cracow office

Type of contract: B2B

Remuneration: Up to - zl/h net+vat

Language project: English, Polish

DESCRIPTION:

We are seeking a talented and experienced Production Support Engineer to join our dynamic team. Our Platform is a global platform supporting internal users in multiple regions, and therefore is pursuing a follow-the-sun support model. As a Support Engineer, you will need to provide full scope of the day-to-day Production Support service including resolution of live incidents as well as post-resolution/change/problem management activities. Ensure Production Incident/Change/Problem are proactively responded to and properly handed over across AP/US/EU regions.

RESPONSIBILITIES:

  1. Incident/Problem/Service Ticket Management
  2. Good understanding of the criticality and urgency of Service Tickets raised by users, with response in a timely manner.
  3. Respond promptly to incidents, troubleshoot issues, and implement effective solutions to minimize downtime and impact on customers.
  4. Work closely with various parties to keep track of the action items derived from the post-incident review process.
  5. Own and manage Incidents, Problem records, and Change management, per company ITIL standards.
  6. Ensure that crises are managed well with periodic updates to business and stakeholders, understanding changing stakeholder expectations and fulfilling them.
  7. Ensure above processes are adhered to Traded Risk service excellence standards.
  8. Production BAU Support
  9. Work closely with production support manager for various production support activities including but not limited to data control/audit, access review, certificates renew, patching, housekeeping, etc.
  10. Assist and implement the Disaster Recovery and Role Swap of various Production systems.
  11. Reduce support TOIL by implementing DevOps/Automation solutions.
  12. Performance and Observability
  13. Implement and improve monitoring solutions together with different SMEs across the platform. Ensure the health and performance of our systems and services.
  14. Improve the observability by uplifting the traceability of the various production components.
  15. Cross-Functional Collaboration
  16. Ensure handover process is in place for the Incident/Problem/Service Ticket across AP/US/EU regions.
  17. Work closely with Software Engineers, DevOps engineers, and other stakeholders to review and provide timely updates to post-incident action items.

REQUIREMENTS:

  1. Bachelor's Degree in Computer Science or similar Computing discipline.
  2. Fluent in English (international environment/team).
  3. Proven Experience in a similar role, with a focus on Production support.
  4. Knowledge and experience in supporting medium to large global platforms.
  5. Knowledge and experience in Agile and DevOps development practices.
  6. Hands-on experience with automation tooling like CI/CD pipeline/Ansible/Rundeck/Puppet, etc.
  7. Strong proficiency in scripting and automation using languages such as Python, Unix shell, or PowerShell.
  8. Solid understanding of cloud computing platforms (preferably GCP) and experience with IaC tools (e.g., Terraform).
  9. Experience with monitoring and logging tools such as Prometheus, Grafana, and ELK stack or similar.
  10. Self-motivated and willing to learn new technologies and business domains.
  11. Excellent troubleshooting skills and the ability to thrive in a fast-paced collaborative environment.
  12. Excellent communication skills and ability to collaborate with cross-functional teams located remotely.
  13. Forward-thinking and self-motivated.

ESSENTIAL TECHNICAL SKILLS/CERTS:

  1. Microservices (Spring stack), Jenkins, Ansible, Python, Shell, Terraform, Grafana
  2. Cloud technologies: (GCP)

NICE TO HAVE:

  1. Knowledge of Financial Risk management in the banking or financial industry.
  2. Knowledge specific to the Traded Risk domain.
  3. Knowledge of banking policies, processes, and procedures is an advantage.
  4. Additional skills/certs (an advantage): Groovy, SPARK, Git
  5. Columnar Database (Clickhouse)
  6. K8S, Matter

WE OFFER:

  1. Constant contact with the recruiter during the process and feedback regardless of the recruitment result.
  2. Co-financing of private medical care (Medicover) and the Multisport card.
  3. Occasional company integration meetings.
  4. Emagine mobile application - easy reporting of working time, quick access to new offers.
  5. Transparently built relations based on trust and fair play.
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