Application Production Support Engineer (Senior / Expert)

Company Description

Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good. Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.

Job Description

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.

Qualifications

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