Production Support Engineer

JOB SUMMARYThis role is responsible for the stability and resilience of critical Settlements flow, encompassing diverse technologies across on‑premises and cloud platforms. The specialist will support systems and their end‑users while dedicating equal time to project tasks aimed at improving the production environment. They will leverage technical and domain expertise to resolve complex technical and business challenges, acting as a liaison between support and development teams to ensure effective problem resolution within the production management team. This position requires managing critical incidents with concise communication, ensuring stakeholders are consistently updated. The focus will be on enhancing system performance, observability, scalability, and reliability by collaborating with Software Developers and Infrastructure Engineering teams to develop automated reliability solutions. The role involves implementing observability and telemetry systems for applications and APIs, providing data for SLIs and SLOs, and drill‑down metrics. Automation will be used to evolve systems, increasing uptime velocity and mitigating risk, with an opportunity to improve codebase in a growing area offering significant career potential.
Key Responsibilities
Maintain stability and resilience of critical Settlements flow.
Support systems and their end‑users.
Perform project tasks to improve the production environment.
Solve complex technical and business challenges using technical and domain expertise.
Act as a buffer between support and development teams for production problem resolution.
Manage critical incidents and communicate updates to stakeholders.
Improve system performance, observability, scalability, and reliability.
Automate reliability solutions with Software Developers and Infrastructure Engineering.
Implement observability and telemetry systems for applications and APIs.
Provide data for SLIs, SLOs, and drill‑down metrics.
Use automation to evolve systems, increase uptime, and mitigate risk.
Required Qualifications
Bachelor’s degree in Computer Science or related field.
5+ years of experience in the IT industry.
At least 2 years in Level 3 Production Management in a multiple application environment with Java‑based applications.
Experience supporting applications deployed on Azure Cloud.
Expert knowledge of observability and reliability tools and techniques in a cloud‑native environment.
Expertise in analyzing, debugging, and troubleshooting large‑scale distributed applications across software, infrastructure, and database layers.
Experience working with Python and Java codebases.
Strong cross‑team communication and collaboration skills.
Eagerness to share ideas and openness to others’ input.
Preferred Qualifications
Terraform or GitHub.
Azure Kubernetes, Azure Spring Apps, Azure Web Apps, Azure SQL, Kafka, Azure Service Bus.
Experience instrumenting application services endpoints for logging, metrics, and events using Azure Monitor/Datadog/Prometheus/Grafana.
Experience with observability design principles.
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