Job description
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.