Production Support Specialist

Quick Facts

• Role: Production Support Specialist

Description

You will help maintain and support critical payment applications to ensure stable, reliable production services. You will monitor production, respond to incidents and service requests within SLAs, troubleshoot using logs/SQL and Linux tooling, coordinate recovery with engineering and infrastructure teams, and communicate status updates. You will also drive continuous improvement by enhancing runbooks/knowledge articles, reducing alert noise, and automating operational work using scripting and AI productivity tools.

Responsibilities

• Service support & incident management

  • Monitor production services and respond to incidents/service requests within agreed SLAs
  • Perform initial troubleshooting using logs, monitoring dashboards, SQL data, and application behavior
  • Investigate issues on Unix/Linux with command-line tools
  • Coordinate recovery activities with engineering and infrastructure teams
  • Provide timely stakeholder updates 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
  • 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 (e.g., Copilot, Claude) to improve documentation and automate repetitive activities or operational analysis

• Change & release support

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

Requirements

• Experience in Production Support or IT Operations, preferably in financial services
• Basic hands-on Unix/Linux skills (navigate the OS, check logs, investigate 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 (e.g., 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 ability to collaborate effectively with global teams
• Demonstrated experience improving operational processes through automation and continuous improvement initiatives
• Practical experience using AI productivity tools (e.g., Copilot, Claude) for automation, documentation, or operational analysis

Benefits

• Opportunities to improve operational resilience and reduce manual effort through automation and continuous improvement.

• Collaboration with development and infrastructure teams to strengthen production incident processes and operational documentation.