Application Prodcution Support team member is a detailed-oriented and technically skilled professional able to manage and support critical business applications in a production environment with a special focus on delivering high quality IT Services. The core responsibilites are related with ensuring the required stability, availability and performance for the applications under the team scope. Also, the incident resolution in a timely manner collaborating with internal (Development/Infrastructure teams) or external stakeholders (Service Providers) to drive long-term solutions.
Main Tasks:
- Monitor and maintain the Application at the scope ensuring high availability and performance.
- Actively collaborate in incident management (e.g, participate in Situation Rooms for P1/P2 INCs, RCA), problem resolution (identify incident trends & paricipate for definitve solutions). Also, ensure the implementation and compliance of ITIL Governance within IT Production (SLAs).
- Execute change requests and deployments following ITIL & DevOps tools and processes.
- Proactively identify and resolve technical issues to ensure smooth business operations.
- Participate in on-call rotations and ensure 24/7 availability for critical applications.S
- Serve as a point of contact for the Development team, troubleshooting issues and coordinating fixes.
- Work closely with Scrum teams to design, deploy, and enhance systems.
- Implement upgrades, patches, and new functionalities while ensuring minimal impact on users.
- Maintain and update technical documentation for processes, configurations, and troubleshooting guides.
- Share best practices and knowledge with the global support team to improve efficiency.
- Implement and optmize monitoring tools within produciton environment (e.g, Dynatrace).
- Collaborate with development and other relevant stakeholders (Centers of Expertise) to define effective observability and monitoring practices.
- Act as a promoter for awareness of observability aiming the early detection and resolution of potential issues.