Production Support Specialist

Role Purpose

Help maintain and support critical payment applications, ensuring stable and reliable production services. Work closely with development and infrastructure teams to investigate incidents, resolve production issues, improve operational processes, and reduce manual effort through automation.

The team values strong troubleshooting skills, collaboration, and continuous improvement. This role is suited to someone who enjoys production support, automation, and modern infrastructure technologies.

What You'll Do

Service Support & Incident Management

• Monitor and support production services, responding to incidents and service requests within agreed SLAs.
• Perform initial troubleshooting by reviewing logs, monitoring dashboards, SQL data, and application behaviour.
• Investigate issues in Unix/Linux environments using standard command-line tools.
• Coordinate recovery activities with engineering and infrastructure teams where required.
• Provide timely updates to stakeholders on service status and recovery progress.

Problem Management & Continuous Improvement

• Participate in root cause analysis and post-incident reviews.
• Create and maintain operational documentation, runbooks, and knowledge articles.
• Identify opportunities to improve monitoring, reduce alert noise, and increase operational resilience.

Automation & Operational Excellence

• Automate repetitive operational tasks using Bash, PowerShell, or Python.
• Develop simple operational tools that improve team efficiency.
• Use AI tools, such as Copilot and Claude, to improve documentation, automate repetitive activities, or support operational analysis.

Change & Release Support

• Participate in deployment, patching, disaster recovery exercises, and platform maintenance.
• Review the operational readiness of changes and highlight potential support risks.

Ways of Working

• Standard working hours are within an 08:00–18:00 window, typically 08:00–16:00 or 09:00–17:00, working an 8-hour shift.
• No regular on-call support is expected.
• The role includes approximately two weekend working days per month, with time off in lieu provided during the week.
• The team provides support on public holidays, with a day off in lieu for any public holiday worked.
• Hybrid working model with a minimum of 8 office days per month.
• Candidates must already have the legal right to work locally.
• Candidates must be available locally for one of the technical interviews.

What You'll Need (Essential)

• Experience in Production Support or IT Operations, preferably within financial services.
• Basic hands-on Unix/Linux skills, including navigating the operating system, checking logs, and investigating application status.
• Ability to write and troubleshoot SQL queries.
• Experience writing scripts using Bash, PowerShell, or Python.
• Practical experience supporting and maintaining Kubernetes environments.
• Experience using monitoring and observability tools such as Splunk, AppDynamics, Prometheus, or similar.
• Good understanding of IT infrastructure concepts and distributed applications.
• Working knowledge of Incident, Problem, and Change Management processes.
• Strong communication skills in English and the ability to collaborate effectively with global teams.
• Demonstrated experience improving operational processes through automation and continuous-improvement initiatives.
• Practical experience using AI productivity tools, such as Copilot and Claude, to support automation, documentation, or operational analysis.

What's Desirable

• Knowledge of payment systems or payment-processing concepts.
• Experience with Oracle, Kafka, MQ, or WebSphere.
• Experience supporting disaster recovery exercises.
• ITIL certification.