ITSO Production Support Engineer

Production Support Engineer

Location: Cracow

Contract Type: B2B

Work Model: Work hours: 4 PM to 12 AM

Role Purpose
The Chronos programme is focused on leveraging BluePrism Robotics Process Automation (RPA), hybrid intelligent automations developed in React/Java/.Net/Power Apps, and Conversational AI Bots. It delivers solutions for various use cases that benefit coverage teams, bankers, and supporting functions.

The programme comprises projects that utilize Robotic Process Automation (RPA), Machine Learning, Data Analytics, and Natural Language Processing (NLP). Its primary focus areas include client optimization, staff efficiency, risk management, and control. The two key objectives are:

• Enabling relationship managers and bankers to spend more time on client-facing activities by reducing operational and administrative workloads.
• Enhancing the client experience in the financial services sector.

We are currently seeking a Support Engineer to join our team with a minimum of 5 years’ experience in supporting and monitoring complex full-stack applications in a production Unix/Windows VM-based environment.

This role is responsible for providing support during UK time zones and collaborating with development teams in India, Canada, and the US to build tools that automate release activities and monitor the production stack across the Chronos programme.

Must-Have Skills/Experience

• Proficiency in Production Support processes and procedures (Change, Incident, Problem, and Service Management).
• Experience in Root Cause Analysis, troubleshooting issues, and applying workarounds for production defects.
• Providing investigation and communication support for critical business-impacting incidents related to financial services applications.
• IT service ownership responsibilities, including service continuity, Service Sustainability Program (SSP), and engineering support for analysis, DevOps, production deployments, risk, and compliance.
• Tracking production issues through ticketing systems like ServiceNow and Jira, ensuring resolution.
• Knowledge of patching and vulnerability management practices.
• Experience troubleshooting and solving infrastructure issues on Linux and Windows systems.
• Basic understanding of DevOps tools such as Jenkins and Ansible.
• Knowledge of shell scripting, SQL scripts, and databases like Oracle/PostgreSQL.
• Familiarity with Role-swap and Disaster Recovery (DR) test procedures.
• Experience in creating and supporting CI/CD pipelines.
• Expertise in releasing software on Linux and Windows across multiple environments.
• Ability to provide technical support for web and microservice-based applications.
• Familiarity with production monitoring tools such as AppDynamics or Grafana.
• Strong communication skills to effectively interact across various levels and functions.
• Ability to work independently in analyzing and resolving production issues, collaborating across global teams as needed.
• A team player with flexibility to support colleagues and share responsibilities within the Pod to deliver solutions.

Nice-to-Have Skills/Experience

• Experience managing and configuring batch processes in systems like Control-M.
• Proficiency in Python and Django framework is an advantage.
• Skills in installing complex software and dependencies on Linux servers.
• Experience or certification with GCP or other cloud providers like AWS or Azure.
• Familiarity with development tools like GitHub, Jira, Nexus, Npm, Pip, Webpack, and Yarn.
• Understanding of messaging systems like MQ or Pub/Sub.
• Knowledge of Agile delivery processes and the ability to work cross-functionally with teams.
• Expertise in identifying high customer-impact issues and driving them to resolution through collaboration.
• Prior experience in financial services, robotics (BluePrism RPA, Chatbots), and cloud-based systems (GCP) is an advantage.

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