Production Support Engineer

🌍 Work mode: hybrid:6 days per month in the Kraków office (days of your choice, including the option to attend all 6 days in a row).📝Contract: B2B – 110-130 zl/h B2B.⏰Start: ASAP/1 month.⚙️Recruitment process: 1 technical interview + meeting in the client's office.💻 Equipment: work on own or emagine equipment.⏳Duration: >12 months contracts.📕Project language: English + Polish.💼Industry: Banking.🔍Workload: Full time.We are looking for a team of Production Support Engineers (with experience within Payments environments).The team is responsible for the production support, operational stability, resilience, and Run-the-Bank (RTB) activities across critical global payments platforms. A key objective is the evolution from a 24/5.5 operating model towards full 24/7 support coverage, while simultaneously building stronger Site Reliability Engineering (SRE) capabilities across the function.The primary requirement is for consultants with strong Production Support experience within Payments environments.This is not a pure software engineering or infrastructure role. The ideal consultants will have hands-on experience supporting business-critical payment applications in production, managing incidents, resolving issues, and maintaining service stability.This role requires onsite presence at our Kraków office six times per month.Main Responsibilities:Production monitoring and supportMajor incident managementIncident resolutionRoot Cause Analysis (RCA)Problem managementService restorationProduction stability improvementsChange and release supportOperational resilienceStakeholder managementOn-call supportOut-of-hours supportKey Requirements:LinuxSQLStrong payments production support experienceL2/L3 support capabilityMajor incident managementService recovery expertiseReliability engineering mindsetAutomation experienceMonitoring and observability knowledgeExperience supporting payment systems within a banking environmentSWIFT experienceCross-border payments experienceNice to Have:KubernetesObservabilityMonitoring strategyToil reductionReliability engineeringIncident preventionService Level Indicators (SLIs)Service Level Objectives (SLOs)Capacity managementPerformance engineeringPlatform resilienceOther Details:This role is focused on building SRE capability within the organization and will support enhanced operational stability across critical payment systems. Ideal candidates will be expected to operate beyond traditional support responsibilities.