Production Support Specialist

3 tygodni temu

Kraków, Lesser Poland emagine Consulting Pełny etat

Role: Production Support Specialist

Location: Hybrid model, 1x per week in Cracow office

Type of contract: B2B

Remuneration: Up to zl/h net+vat

Duration: Long-term cooperation

Language project: English, Polish

Description:

We are seeking a skilled Production Support Specialist to join our dynamic team. Our global platform supports internal users in multiple regions, following a follow-the-sun support model. As a Support Specialist, you will provide full scope of day-to-day Production Support services, including incident resolution, post-resolution/change/problem management activities, and proactive response to Production Incidents/Changes/Problems. You will ensure seamless handover across AP/US/EU regions.

Responsibilities:

  • Manage Incident/Problem/Service Ticket effectively.
  • Respond promptly to incidents, troubleshoot issues, and implement effective solutions to minimize downtime and impact on customers.
  • Work closely with various parties to track action items from post-incident review processes.
  • Own and manage Incidents, Problem records, and Change management according to company ITIL standards.
  • Ensure crisis management with periodic updates to business and stakeholders.
  • Adhere to Traded Risk service excellence standards.

Production BAU Support:

  • Collaborate with production support manager for various production support activities, including data control/audit, access review, certificates renew, patching, and housekeeping.
  • Assist and implement Disaster Recovery and Role Swap of various Production systems.
  • Reduce support TOIL by implementing DevOps/Automation solutions.

Performance and Observability:

  • Implement and improve monitoring solutions together with different SMEs across the platform.
  • Ensure the health and performance of our systems and services.
  • Improve observability by uplifting traceability of various production components.

Cross-Functional Collaboration:

  • Ensure handover process in place for Incident/Problem/Service Ticket across AP/US/EU regions.
  • Collaborate with Software Engineers, DevOps engineers, and other stakeholders to review and provide timely updates to post-incident action items.

Requirements:

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

Essential Technical Skills/Certs:

  • Microservices(Spring stack), Jenkins, Ansible, Python, Shell, Terraform, Grafana.
  • Databases (PostgreSQL/Prometheus/Influx).
  • Cloud technologies: (GCP).

Nice to Have:

  • Desired experience (an advantage).
  • Knowledge of Financial Risk management in the banking or financial industry.
  • Knowledge specific to the Traded Risk domain.
  • Knowledge of banking policies, processes, and procedures is an advantage.

We Offer:

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

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