Production Support Engineer

We are Looking for Senior Production Support Specialist Based in Sheffield, UK which is Hybrid

Job Description:

What you'll do

Service support & incident management

• Lead service recovery during production incidents and coordinate technical resolver teams.
• Investigate application and infrastructure issues using logs, SQL queries and Unix/Linux tools.
• Respond to user queries regarding application behaviour and service usage.
• Communicate incident impact, progress and recovery plans to stakeholders.
• Escalate critical incidents appropriately and drive timely resolution.

Problem management & continuous improvement

• Lead or contribute to Root Cause Analysis (RCA) activities.
• Identify recurring operational issues and implement permanent improvements.
• Develop operational documentation, runbooks and knowledge sharing materials.
• Improve monitoring, alerting and operational processes to increase service resilience.

Automation & Operational Excellence

• Design and implement automation using Bash, PowerShell or Python.
• Develop internal operational tools that reduce manual effort.
• Demonstrate practical use of AI tools (eg Copilot, Claude) to automate operational activities and improve team productivity.

Change & Release Support

• Participate in change reviews ensuring operational readiness and compliance with HSBC standards.
• Support patching, platform maintenance and disaster recovery activities.
• Identify operational risks and recommend appropriate mitigations.

Ways of working

• Standard working hours are within an 08:00-18:00 window (typically 08:00-16:00 or 09:00-17:00), working an 8-hour shift.
• No regular on-call support is expected.
• The role includes approximately two weekend working days per month, with time off in lieu provided during the week.
• The team also provides support on public holidays, with a day off in lieu provided for any public holiday worked.
• Hybrid working model with a minimum of 8 office days per month.
• Candidates must already have the legal right to work locally.
• Candidates must be available locally for one of the technical interviews.

What you'll need (essential)

• 6+ years of experience in Production Support, Application Support or Software Engineering, preferably within Corporate Banking or Financial Services.
• Strong Unix/Linux skills for production troubleshooting, including navigating the operating system, checking logs and investigating application behaviour.
• Ability to write complex SQL queries.
• Experience developing scripts in Bash, PowerShell or Python.
• Practical experience supporting and maintaining Kubernetes environments.
• Experience supporting Java/J2EE applications.
• Experience with Oracle, MQ and WebSphere.
• Experience using monitoring and observability tools such as Splunk and AppDynamics.
• Strong understanding of IT infrastructure and distributed systems.
• Experience leading incident management and coordinating technical teams.
• Demonstrated track record of implementing automation and operational improvements.
• Practical experience using AI productivity tools (eg Copilot, Claude) to support automation, documentation or operational analysis.
• Strong communication, stakeholder management and collaboration skills.