Senior/Middle Production Support Engineer

Tóm tắt công việc
About the Role
We are hiring a Production Support Engineer to keep critical transaction banking applications stable and available.
You will own day-to-day production health: monitoring, incident response, change support, and continuous improvement of operational signals and runbooks. Success means fewer surprises in production, faster recovery when issues occur, and clear coordination with delivery teams and business stakeholders.
Key Responsibilities
Incident & Production Support
Respond to stakeholder queries on transactions, incidents, customer impact, and application behaviour
Investigate production issues using logs, metrics, and transaction tracing
Lead or support incident response through triage, escalation, and root cause analysis (RCA)
Participate in a rotating 24x7 support roster and planned overnight change windows when required
Monitoring & Observability
Build, maintain, and improve dashboards, alerts, and queries in logging and monitoring platforms
Proactively monitor platform health, incidents, and service availability
Strengthen runbooks and operational signals to reduce mean time to detect and resolve (MTTD / MTTR)
Stakeholder & Change Management
Collaborate with stakeholders and delivery teams to raise and manage change records
Coordinate and support implementation of production changes and deployments
Create and maintain implementation run sheets and operational documentation
Deployment & Environment Support
Support planned changes with a focus on minimal downtime and operational impact
Support release validation and post-deployment monitoring
Certificate & Access Management
Coordinate certificate renewals with vendors and internal certificate management teams
Process and action identity/access requests (e.g. myID) and related operational tasks
THE BENEFITS AND PERKS
1. Generous compensation and benefit package
Attractive salary and benefits
20-day annual leave and 7-day sick leave, etc.
13th month salary and Annual Performance Bonus
Premium healthcare for yourself and family members
Monthly allowance for team activities
Premium welcome kit and frequent appreciation gifts
Extra benefits for long-term employees
2. Exciting career and development opportunities
Large scale products with modern technologies in banking domain
Clear roadmap for career advancement in both technical and leadership pathways
Well-structured learning and development programs (technical and soft skills)
Sponsored certificates in both IT and banking/finance
Premium account on Udemy
English learning with native teachers
Opportunity for traveling & training in Australia
3. Professional and engaging working environment
Hybrid working model and good work-life balance
Well-equipped & modern Agile office with fully stocked pantry
Special programs to improve your physical and mental health
Annual company trip and events
A solid talented team behind you - great people who love what they do