Senior Application Production Support

As a member of the Application Production Support team, you will play a key role in ensuring the stability, availability, and performance of critical business applications in a production environment. You will manage incidents, collaborate with internal and external stakeholders, and drive long-term solutions to maintain operational excellence. Main Responsibilities: Application Stability & Availability - Monitor and maintain applications to ensure high availability and optimal performance. - Actively participate in incident management (e.g., Situation Rooms for P1/P2 incidents, RCA) and problem resolution, identifying trends and implementing definitive solutions. - Ensure compliance with ITIL governance and SLAs within IT Production. - Execute change requests and deployments using ITIL and DevOps tools and processes. - Proactively identify and resolve technical issues to guarantee smooth business operations. - Participate in on-call rotations to ensure 24/7 support for critical applications. Technical Support & Collaboration - Act as a primary contact for Development teams, troubleshooting issues and coordinating fixes. - Collaborate with Scrum teams to design, deploy, and enhance systems. - Implement upgrades, patches, and new functionalities while minimizing user impact. Documentation & Knowledge Sharing - Maintain and update technical documentation for processes, configurations, and troubleshooting guides. - Share best practices and knowledge with global support teams to improve efficiency. Platform Monitoring - Implement and optimize monitoring tools (e.g., Dynatrace) within the production environment. - Collaborate with development and Centers of Expertise to define observability and monitoring practices. - Promote awareness of observability for early detection and resolution of potential issues. API, Application Servers & Kubernetes (Expert): - Java application servers (RedHat JBoss EAP), Java knowledge (heap/thread dump analysis, performance optimization). - OpenShift & Cloud (Kubernetes). - API gateway integration (Axway/APIGee). Operating Systems: RHEL Linux (Expert). - Tooling (Expert): - Monitoring/observability tools (Dynatrace, Jaeger, Grafana, Prometheus, ELK). - CI/CD setup & optimization (GitLab, ArgoCD, Jenkins, Nexus Sonatype). - Automation tools (Ansible, Terraform). - Databases: MSSQL Server, PostgreSQL (Expert). Soft Skills - Problem-solving & critical thinking (Expert). - Team collaboration and communication skills. - Resilience and adaptability. - Stress management and accountability. - Autonomy, time management, and prioritization. - Goal-oriented and detail-focused. Language Skills - Portuguese: Mastery. - English: Advanced. 50-50 hybrid model.