Senior Production Support Engineer (Java & Cloud Platforms)

We are looking for a skilled and detail-oriented Application Production Support Engineer to join our IT Production team. This role is responsible for ensuring the stability, availability, and performance of critical business applications in a production environment. The position requires close collaboration with Development, Infrastructure, and external service providers to resolve incidents efficiently and deliver long-term, high-quality IT solutions.

Key Responsibilities:

Application Stability & Availability

• Monitor and maintain applications in scope, ensuring high availability and optimal performance.
• Actively participate in incident management, including P1/P2 incident resolution, situation rooms, and root cause analysis (RCA).
• Identify incident trends and contribute to permanent solutions.
• Ensure compliance with ITIL governance and SLA requirements within IT Production.
• Execute change requests and application deployments following ITIL and DevOps processes.
• Proactively identify and resolve technical issues to support smooth business operations.
• Participate in on-call rotations, ensuring 24/7 support for critical applications.

Technical Support & Collaboration

• Act as a key point of contact for Development teams, troubleshooting issues and coordinating fixes.
• Work closely with Agile/Scrum teams to design, deploy, and continuously improve systems.
• Implement upgrades, patches, and new functionalities with minimal impact on end users.

Platform Monitoring & Observability

• Implement and optimize monitoring and observability tools in the production environment (e.g., Dynatrace).
• Collaborate with Development teams and Centers of Expertise to define effective monitoring strategies.
• Promote observability best practices to enable early detection and resolution of issues.

Documentation & Knowledge Sharing

• Create, maintain, and update technical documentation, including configurations, processes, and troubleshooting guides.
• Share knowledge and best practices with global support teams to improve overall efficiency and service quality.

Additional Responsibilities

• Complete mandatory training required for IT Production and company compliance.
• Support additional activities as needed to ensure the effective operation of the Center of Expertise.

Required (Expert Level):

• Java application servers (Red Hat JBoss EAP) and solid Java knowledge (heap & thread dump analysis, performance tuning).
• Kubernetes / OpenShift / Cloud environments.
• API and API Gateway integrations (Axway, Apigee).
• RHEL Linux administration.
• Monitoring & observability tools: Dynatrace, Grafana, Prometheus, ELK, Jaeger.
• CI/CD tools and pipelines: GitLab, ArgoCD, Jenkins, Nexus Sonatype.
• Infrastructure as Code: Ansible and/or Terraform.
• Relational databases: SQL Server, PostgreSQL.

Nice to Have:

• Experience working in Scrum / Agile environments.

Soft Skills

• Strong problem-solving and critical-thinking skills.
• Excellent communication and collaboration abilities.
• High sense of accountability and ownership.
• Ability to work autonomously, manage time effectively, and prioritize tasks.
• Resilience, adaptability, and strong stress management skills.
• Detail-oriented and goal-driven mindset.

Languages

• Portuguese – Fluent
• English – Advanced