FBS Production Support Engineer

We are seeking an experienced Application Subject Matter Expert III to support the Direct Sales business and customer contact center operations. This role is responsible for ensuring the stability, reliability, and performance of critical production applications, with a strong focus on incident management, root cause analysis, system monitoring, and continuous improvement.

Key Responsibilities:

• Coordinate and lead incident response efforts to ensure timely issue resolution and business communication.
• Serve as the escalation point for complex production support issues.
• Monitor production environments using observability and monitoring tools to proactively identify risks and system anomalies.
• Own and manage high-priority incidents, driving root cause analysis and permanent remediation.
• Lead post-incident reviews and implement preventive measures.
• Collaborate closely with Direct Sales business teams, contact center leadership, and cross-functional IT teams.
• Provide clear and timely communication regarding incident status, business impact, and resolution plans.
• Identify recurring production issues and recommend process improvements.
• Develop and maintain support documentation, operational runbooks, and automation opportunities.
• Review and approve system changes impacting production environments.
• Validate testing activities prior to production deployments.
• Analyze application architecture, integrations, APIs, middleware components, databases, and data flows to troubleshoot issues effectively.
• Support implementation activities and provide technical guidance to stakeholders.
• Mentor junior team members and share best practices.

Requirements

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 4–6 years of overall IT experience.
• 4–6 years of experience in application support, application development, system analysis, or production support environments.
• Experience managing production incidents and troubleshooting enterprise applications.
• Strong understanding of APIs, system integrations, databases, and application architecture.
• Experience working with monitoring and observability platforms.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience with Salesforce.
• Fluent English proficiency.

Preferred Qualifications:

• Experience using Dynatrace or similar monitoring tools.
• Knowledge of ITIL processes and incident/problem management practices.
• Experience working in large enterprise environments.

Technical Skills:

• Salesforce
• Dynatrace (nice to have)
• Incident Management (supporting incident management calls)
• Root Cause Analysis
• API Troubleshooting
• Database Analysis
• Production Support
• Application Monitoring
• System Integration Support
• Change Management

Benefits:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.
• Career development and training opportunities
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development