As a member of the Application Production Support team, you will play a key role in ensuring the stability, availability, and performance of critical business applications in a production environment. You will manage incidents, collaborate with internal and external stakeholders, and drive long-term solutions to maintain operational excellence.
Main Responsibilities:
Application Stability & Availability
- Monitor and maintain applications to ensure high availability and optimal performance.
- Actively participate in incident management (e.g., Situation Rooms for P1/P2 incidents, RCA) and problem resolution, identifying trends and implementing definitive solutions.
- Ensure compliance with ITIL governance and SLAs within IT Production.
- Execute change requests and deployments using ITIL and DevOps tools and processes.
- Proactively identify and resolve technical issues to guarantee smooth business operations.
- Participate in on-call rotations to ensure 24/7 support for critical applications.
Technical Support & Collaboration
- Act as a primary contact for Development teams, troubleshooting issues and coordinating fixes.
- Collaborate with Scrum teams to design, deploy, and enhance systems.
- Implement upgrades, patches, and new functionalities while minimizing user impact.
Documentation & Knowledge Sharing
- Maintain and update technical documentation for processes, configurations, and troubleshooting guides.
- Share best practices and knowledge with global support teams to improve efficiency.
Platform Monitoring
- Implement and optimize monitoring tools (e.g., Dynatrace) within the production environment.
- Collaborate with development and Centers of Expertise to define observability and monitoring practices.
- Promote awareness of observability for early detection and resolution of potential issues.
API, Application Servers & Kubernetes (Expert):
- Java application servers (RedHat JBoss EAP), Java knowledge (heap/thread dump analysis, performance optimization).
- OpenShift & Cloud (Kubernetes).
- API gateway integration (Axway/APIGee).
Operating Systems: RHEL Linux (Expert).
- Tooling (Expert):
- Monitoring/observability tools (Dynatrace, Jaeger, Grafana, Prometheus, ELK).
- CI/CD setup & optimization (GitLab, ArgoCD, Jenkins, Nexus Sonatype).
- Automation tools (Ansible, Terraform).
- Databases: MSSQL Server, PostgreSQL (Expert).
Soft Skills
- Problem-solving & critical thinking (Expert).
- Team collaboration and communication skills.
- Resilience and adaptability.
- Stress management and accountability.
- Autonomy, time management, and prioritization.
- Goal-oriented and detail-focused.
Language Skills
- Portuguese: Mastery.
- English: Advanced.
50-50 hybrid model.
Skills Required
- Senior-level experience in application production support and incident management
- Experience with ITIL processes, SLAs, RCA and participation in P1/P2 situation rooms
- On-call availability for 24/7 support rotations
- Java development and performance troubleshooting (heap/thread dump analysis)
- Experience with Java application servers, specifically RedHat JBoss EAP
- OpenShift and Kubernetes (production) experience
- API gateway integration experience (Axway, Apigee)
- RHEL Linux administration and troubleshooting
- Monitoring and observability tools (Dynatrace, Jaeger, Grafana, Prometheus, ELK)
- CI/CD tooling experience (GitLab, ArgoCD, Jenkins, Nexus Sonatype)
- Automation/Infrastructure as Code (Ansible, Terraform)
- Database administration/experience with MSSQL Server and PostgreSQL
- Strong problem-solving, critical thinking, and stress management skills
- Ability to collaborate with development and Scrum teams and coordinate fixes/deployments
- Maintain and update technical documentation and share knowledge globally
- Portuguese mastery
- English advanced
What We Do
Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good. Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023. Top Employer Europe 2024
