Senior Production Support Specialist

Description

Within the Production Engineering team, you will play a senior role supporting business-critical payment applications while leading operational improvements and incident recovery activities.

You will combine strong technical expertise with leadership to maintain highly available production systems and drive automation and operational excellence. As a senior technical contributor, you will coordinate incident resolution, mentor team members, and work closely with engineering and infrastructure teams to improve service reliability.

Service Support & Incident Management

• Lead service recovery during production incidents and coordinate technical resolver teams.
• Investigate application and infrastructure issues using logs, SQL queries, and Unix/Linux tools.
• Respond to user queries regarding application behaviour and service usage.
• Communicate incident impact, progress, and recovery plans to stakeholders.
• Escalate critical incidents appropriately and drive timely resolution.

Problem Management & Continuous Improvement

• Lead or contribute to Root Cause Analysis (RCA) activities.
• Identify recurring operational issues and implement permanent improvements.
• Develop operational documentation, runbooks, and knowledge-sharing materials.
• Improve monitoring, alerting, and operational processes to increase service resilience.

Automation & Operational Excellence

• Design and implement automation using Bash, PowerShell, or Python.
• Develop internal operational tools that reduce manual effort.
• Use AI tools, such as Copilot and Claude, to automate operational activities and improve team productivity.

Change & Release Support

• Participate in change reviews, ensuring operational readiness and compliance with client standards.
• Support patching, platform maintenance, and disaster-recovery activities.
• Identify operational risks and recommend appropriate mitigations.

Requirements

• 6+ years of experience in Production Support, Application Support, or Software Engineering, preferably within Corporate Banking or Financial Services.
• Strong Unix/Linux skills for production troubleshooting, including navigating the operating system, checking logs, and investigating application behaviour.
• Ability to write complex SQL queries.
• Experience developing scripts in Bash, PowerShell, or Python.
• Practical experience supporting and maintaining Kubernetes environments.
• Experience supporting Java/J2EE applications.
• Experience with Oracle, MQ, and WebSphere.
• Experience using monitoring and observability tools such as Splunk and AppDynamics.
• Strong understanding of IT infrastructure and distributed systems.
• Experience leading incident management and coordinating technical teams.
• Demonstrated track record of implementing automation and operational improvements.
• Practical experience using AI productivity tools, such as Copilot and Claude, for automation, documentation, or operational analysis.
• Strong communication, stakeholder-management, and collaboration skills.
• Knowledge of payment systems or payment-processing concepts.
• Network troubleshooting knowledge.
• Very good English and Polish.

Nice to Have

• ITIL certification.

Benefits & Working Model

• Small team.
• International working environment and international projects.
• Private medical care.
• Sports card.
• Training courses.
• Standard 8-hour shifts within an 08:00–18:00 window, typically 08:00–16:00 or 09:00–17:00.
• No regular on-call support.
• Approximately two weekend working days per month, with time off in lieu during the week.
• Public-holiday support with a day off in lieu for any public holiday worked.
• Hybrid working model with a minimum of 8 office days per month.