Application Production Support Engineer

Inetum is a European leader in digital services , supporting organizations as they navigate continuous technological change. The company helps clients accelerate their digital transformation through a broad portfolio that includes consulting, application services, digital engineering, cloud, cybersecurity, platforms, and infrastructure services The Application Production Support Engineer is a detail-oriented and technically skilled professional responsible for managing and supporting critical business applications in a production environment, with a strong focus on delivering high-quality IT services. This role is responsible for ensuring the stability, availability, performance, and reliability of applications within the team's scope. The professional will also manage incident resolution in a timely manner, collaborating closely with internal stakeholders (Development, Infrastructure, and Architecture teams) as well as external partners and service providers to drive sustainable and long-term solutions. Main Responsibilities Application Stability & Availability (Expert) Monitor, maintain, and support business-critical applications, ensuring high availability, stability, and optimal performance. Actively participate in Incident and Problem Management processes, including: Participation in Major Incident (P1/P2) Situation Rooms. Root Cause Analysis (RCA) activities. Identification of incident trends and recurring issues. Contribution to permanent corrective actions and preventive measures. Ensure compliance with ITIL governance practices, operational procedures, and established Service Level Agreements (SLAs). Execute application deployments, releases, and change requests following ITIL and DevOps methodologies. Proactively identify, analyze, and resolve technical issues to support uninterrupted business operations. Participate in on-call support rotations and provide 24/7 support coverage for critical applications when required. Technical Support & Collaboration (Expert) Serve as a primary point of contact between Production Support and Development teams for troubleshooting and issue resolution. Collaborate closely with Scrum and DevOps teams to design, deploy, maintain, and continuously improve application services. Implement upgrades, patches, configuration changes, and new functionalities while minimizing business impact and ensuring service continuity. Contribute to the continuous improvement of operational processes, automation, and platform reliability. Documentation & Knowledge Sharing (Expert) Create, maintain, and continuously update technical documentation, including operational procedures, system configurations, troubleshooting guides, and runbooks. Promote knowledge sharing and best practices across global support teams to improve operational efficiency and service quality. Support the development and maintenance of knowledge bases to facilitate issue resolution and onboarding activities. Platform Monitoring & Observability (Expert) Implement, maintain, and optimize monitoring and observability solutions across production environments. Leverage platforms such as Dynatrace and other observability tools to ensure proactive monitoring and rapid incident detection. Collaborate with Development teams and Centers of Expertise to define and enhance observability standards and monitoring strategies. Promote an observability-first mindset, enabling early identification and resolution of potential service disruptions. Continuously improve monitoring dashboards, alerting mechanisms, and operational metrics. General Responsibilities Complete all mandatory training required for the effective operation of the IT Production area and compliance with company policies. Perform additional activities, when required, to support business objectives and ensure the proper functioning of the Center of Expertise. Contribute to continuous improvement initiatives within the Production Support organization. API, Application Servers & Kubernetes (Expert) Strong knowledge of Java Application Servers, particularly Red Hat JBoss EAP. Understanding of Java application troubleshooting, including: Heap dump analysis. Thread dump analysis. Performance tuning and optimization. Hands-on experience with OpenShift and Kubernetes-based platforms. Knowledge of Cloud-native architectures and containerized environments. Experience with API Gateway solutions such as Axway and Apigee. RHEL Linux Operating System (Expert) Advanced administration and troubleshooting experience in Red Hat Enterprise Linux (RHEL) environments. Tooling & Automation (Expert) Monitoring and observability platforms: Dynatrace Grafana Prometheus ELK Stack Jaeger CI/CD tools and practices: GitLab Jenkins Argo CD Nexus Repository (Sonatype) Infrastructure and configuration management: Ansible Terraform Databases (Expert) Strong knowledge of relational databases, including: Microsoft SQL Server PostgreSQL Experience with database monitoring, performance analysis, and troubleshooting. Agile Methodologies Scrum Framework (Practitioner) Experience working within Agile and Scrum environments, collaborating effectively with cross-functional teams. English mandatory.