Senior Application Production Support

Job Description

As a member of the Application Production Support team, you will play a key role in ensuring the stability, availability, and performance of critical business applications in a production environment. You will manage incidents, collaborate with internal and external stakeholders, and drive long-term solutions to maintain operational excellence.

Main Responsibilities:

Application Stability & Availability

• Monitor and maintain applications to ensure high availability and optimal performance.
• Actively participate in incident management (e.g., Situation Rooms for P1/P2 incidents, RCA) and problem resolution, identifying trends and implementing definitive solutions.
• Ensure compliance with ITIL governance and SLAs within IT Production.
• Execute change requests and deployments using ITIL and DevOps tools and processes.
• Proactively identify and resolve technical issues to guarantee smooth business operations.
• Participate in on-call rotations to ensure 24/7 support for critical applications.

Technical Support & Collaboration

• Act as a primary contact for Development teams, troubleshooting issues and coordinating fixes.
• Collaborate with Scrum teams to design, deploy, and enhance systems.
• Implement upgrades, patches, and new functionalities while minimizing user impact.

Documentation & Knowledge Sharing

• Maintain and update technical documentation for processes, configurations, and troubleshooting guides.
• Share best practices and knowledge with global support teams to improve efficiency.

Platform Monitoring

• Implement and optimize monitoring tools (e.g., Dynatrace) within the production environment.
• Collaborate with development and Centers of Expertise to define observability and monitoring practices.
• Promote awareness of observability for early detection and resolution of potential issues.

Qualifications

API, Application Servers & Kubernetes (Expert):

• Java application servers (RedHat JBoss EAP), Java knowledge (heap/thread dump analysis, performance optimization).
• OpenShift & Cloud (Kubernetes).
• API gateway integration (Axway/APIGee).

Operating Systems: RHEL Linux (Expert).

• Tooling (Expert):
  • Monitoring/observability tools (Dynatrace, Jaeger, Grafana, Prometheus, ELK).
  • CI/CD setup & optimization (GitLab, ArgoCD, Jenkins, Nexus Sonatype).
  • Automation tools (Ansible, Terraform).
• Databases: MSSQL Server, PostgreSQL (Expert).

Soft Skills

• Problem-solving & critical thinking (Expert).
• Team collaboration and communication skills.
• Resilience and adaptability.
• Stress management and accountability.
• Autonomy, time management, and prioritization.
• Goal-oriented and detail-focused.

Additional Information

Language Skills

• Portuguese: Mastery.
• English: Advanced.

50-50 hybrid model.