We are looking for a skilled and detail-oriented Application Production Support Engineer to join our IT Production team. This role is responsible for ensuring the stability, availability, and performance of critical business applications in a production environment. The position requires close collaboration with Development, Infrastructure, and external service providers to resolve incidents efficiently and deliver long-term, high-quality IT solutions.
Key Responsibilities:
Application Stability & Availability
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Monitor and maintain applications in scope, ensuring high availability and optimal performance.
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Actively participate in incident management, including P1/P2 incident resolution, situation rooms, and root cause analysis (RCA).
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Identify incident trends and contribute to permanent solutions.
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Ensure compliance with ITIL governance and SLA requirements within IT Production.
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Execute change requests and application deployments following ITIL and DevOps processes.
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Proactively identify and resolve technical issues to support smooth business operations.
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Participate in on-call rotations, ensuring 24/7 support for critical applications.
Technical Support & Collaboration
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Act as a key point of contact for Development teams, troubleshooting issues and coordinating fixes.
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Work closely with Agile/Scrum teams to design, deploy, and continuously improve systems.
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Implement upgrades, patches, and new functionalities with minimal impact on end users.
Platform Monitoring & Observability
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Implement and optimize monitoring and observability tools in the production environment (e.g., Dynatrace).
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Collaborate with Development teams and Centers of Expertise to define effective monitoring strategies.
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Promote observability best practices to enable early detection and resolution of issues.
Documentation & Knowledge Sharing
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Create, maintain, and update technical documentation, including configurations, processes, and troubleshooting guides.
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Share knowledge and best practices with global support teams to improve overall efficiency and service quality.
Additional Responsibilities