Production Support Engineer

SUMMARY OF ROLE:

The Production Support Engineer is responsible for monitoring, investigating, and resolving production issues to ensure smooth business operations. The role involves coordinating with development, infrastructure, and business teams, managing mobile app build uploads to the App Store and Play Store, and providing server-side support. The incumbent will also support release management, deployment processes, and maintain a strong control environment. Experience with OutSystems platform is considered an added advantage.

KEY RESPONSIBILITIES:

Issue Investigation & Resolution:

• Monitor production systems and respond to issues promptly.

• Investigate root causes of incidents and implement permanent fixes or workarounds.

• Coordinate with development, QA, operations, and business teams to drive resolution.

• Document issues, resolutions, and preventive measures

Release Management & Build Deployment:

• Manage mobile app build preparation and uploads to Google Play Store and Apple App Store.

• Support deployments and release management processes across environments.

• Ensure deployment activities are executed with minimal risk and downtime.

Server-Side Support:

• Work with infrastructure teams to ensure server availability and stability.

• Perform basic troubleshooting on application servers (logs, configurations, deployments, service restarts).

• Monitor APIs, services, and databases for errors and performance issues.

Collaboration & Coordination:

• Act as a bridge between business, IT, and vendor teams to resolve production incidents.

• Escalate critical issues and provide timely updates to stakeholders.

• Ensure compliance with internal SLAs and escalation protocols.

Continuous Improvement & Documentation:

• Suggest improvements in monitoring, alerting, and automation to reduce downtime.

• Maintain updated documentation on production environments, incidents, and resolutions.

• Contribute to knowledge sharing and training of junior support staff.

OutSystems Support:

• Provide basic monitoring and troubleshooting for applications built on OutSystems.

• Support deployments and performance checks on the OutSystems platform.

Process Innovation, Automation & Digitalization:

• Drive continuous process improvement through innovative, automated, and digital solutions once required

Business Control & Governance

• Ensure adherence to the bank's policies, regulatory requirements, and industry standards in all operational activities.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.

• Minimum 5 years of experience in Production Support / Application Support roles. Strong knowledge of server-side troubleshooting (Linux/Windows, databases, APIs). Experience with mobile app build uploads to app stores.