The Application Production Support role ensures the continuity, stability, and quality of IT services in a banking context, supporting both in鈥慼ouse and third鈥憄arty applications.
Working with a broad set of tools, procedures, and best practices, this role is responsible for day鈥憈o鈥慸ay production support activities, including incident resolution and prevention, request fulfillment, change implementation, and proactive monitoring of production environments.
With a close collaboration with Development and Infrastructure teams, Application Production Support is a key contributor to Application Management, participating in application releases, migrations, re鈥慼osting activities, batch configuration, and infrastructure evolution. The role operates in an environment driven by digital transformation, leveraging modern technologies (AI, Monitoring, Automation) and methodologies such as Agile, DevOps, and ITIL, within a dynamic and multicultural setup.
Main Responsibilities
First Point of Contact
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Act as the primary contact for all IT Production鈥憆elated incidents, requests, and inquiries.
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Provide technical and functional support to end鈥憉sers, Developers, and Business Analysts.
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Ensure clear guidance, follow鈥憉p, and communication throughout support activities.
Incident, Request & Change Management
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Track, manage, and resolve incidents, service requests, problems, and changes using ITSM tools.
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Ensure timely restoration of services within agreed SLAs.
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Follow established Incident and Problem Management processes.
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ITIL certification is considered a plus.
Monitoring & Operational Maintenance
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Monitor both infrastructure and application layers for critical and non鈥慶ritical systems.
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Apply IT best practices, security guidelines, and operational standards to ensure service stability.
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Identify potential risks and take preventive actions to reduce incidents.
Release & Testing Support
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Prepare production and pre鈥憄roduction environments for application releases.
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Perform and support pre鈥憄roduction testing activities.
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Ensure smooth deployment and post鈥憆elease stabilization.
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Maintain functional and technical knowledge required for efficient Production Support.
Communication & Availability
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Maintain regular communication with internal clients and stakeholders.
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Provide timely updates on incidents, changes, and service status.
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Participate in on鈥慶all rotations, when required, to ensure continuous support coverage.