Application Production Support Engineer

The Application Production Support Engineer ensures the stability, availability, and performance of production applications, both from a technical and functional perspective.

They act as the guarantor of the operational continuity of the service, ensuring that processes (batches, data transfers, automations, etc.) and applications (business data, functional outputs, workflows) run smoothly and reliably.

In a context of continuous change, the engineer manages application releases within their scope and contributes to incident resolution, root cause analysis, and preventive maintenance through data analysis and automation.

They act as a bridge between IT Operations (ITOps), infrastructure teams, and business users to ensure production excellence.

Function Description

1. Technical & Functional Support

Provide level 2 and 3 support for production applications.

Ensure incident resolution within agreed service levels and document root causes.

Communicate effectively with users and stakeholders on progress and resolutions.

2. Supervision & Monitoring

Supervise technical and functional components of the application (batch processes, data flows, middleware).

Monitor system performance and implement preventive actions to ensure service continuity.

Use monitoring tools to identify, analyze, and resolve anomalies.

3. Release Management

Orchestrate and manage application releases, ensuring smooth integration into production environments.

Coordinate with development, QA, and infrastructure teams to validate deployments.

Maintain traceability of changes and ensure rollback procedures are in place.

4. Documentation & Procedures

Maintain and enrich the application’s knowledge base and documentation repository.

Draft and update operating procedures, recovery guidelines, and runbooks.

Ensure that documentation is shared and understood by all stakeholders.

5. Performance Optimization

Analyze technical and functional performance indicators to identify areas for improvement.

Recommend and implement optimization measures to enhance the user experience.

Leverage existing infrastructure components and services to reduce implementation time for new features.

6. Functional Evolution Management

Handle and follow up on requests for functional changes.

Evaluate impacts on production, coordinate testing, and validate successful deployment.

Education

Bachelor’s or Master’s degree in Computer Science, Information Systems, or equivalent experience.

Certifications

Not mandatory (ITIL or equivalent certifications are an asset).

Work Conditions

Travel: Not applicable

Telework: 50% on-site / 50% remote

Required Knowledge & Experience

Experience

2 to 3 years in application support or IT production environment.

Technical Experience (Mandatory)

Strong knowledge of IT operating and scheduling tools:

CA Automation Scheduler, Axway Transfer CFT, ServiceNow

Good understanding of infrastructure and middleware components:

Linux OS, Shell scripting, Ansible, MQ Series, NGINX, API Management, Dynatrace

Troubleshooting skills in Java/Spring Boot environments

Experience in user support and production troubleshooting

Technical Experience (Preferred)

Knowledge of resilience and continuity concepts:

DRP (Disaster Recovery Plan), BCP (Business Continuity Plan), HA (High Availability)

Familiarity with ITIL practices

Business Experience (Mandatory)

Good understanding of business processes supported by the application

Knowledge of IT and cybersecurity principles

Experience in managing production operations

Business Experience (Preferred)

Participation in continuous improvement or automation initiatives