Production Support Analyst (f/m/x)
We are looking for a skilled 2nd Line Support Specialist to join our Help Desk & Support team in Warsaw. In this hybrid role, you will act as the primary escalation point for complex functional issues related to banking applications, ensuring timely resolution and effective communication with business users. If you are passionate about solving intricate problems in a dynamic environment, this opportunity may be the right fit for you.
Your tasks
Acting as the primary escalation point for complex functional issues related to banking applications
Taking full ownership of incidents from initial report through to successful resolution and communication back to the business user
Methodically analyzing production incidents to identify the root cause of issues
Liaising with clients to investigate incidents and gather necessary information
Utilizing application logs and basic database queries for troubleshooting purposes
Partnering with technical support teams to ensure timely resolution of incidents
Identifying recurring functional issues and proposing permanent solutions
Developing documentation and contributing to a knowledge base of best practices
Requirements
Minimum 3 years of experience in 2nd line support for banking or financial applications
Strong understanding of ITIL processes, including Incident Management and Service Continuity Management
Proven experience in analyzing and resolving complex functional issues
Ability to communicate effectively with both non-technical business stakeholders and technical IT teams
Familiarity with back-office processes such as payments, settlements, and reconciliations
Willingness to work a flexible schedule, including one week per month from 11:00 a.m. to 7:00 p.m. and one weekend per month
Openness to working in a hybrid model, with three days per week based in the office
Advanced level of Polish and English
Nice-to-have requirements
Basic knowledge of SQL
Intermediate level of French