Production Support Engineer

Overview

Connecting clients to markets - and talent to opportunity

With 5,400+ employees and over 80,000 institutional, commercial, and payments clients, we operate from more than 80 offices spread across six continents. As a Fortune 100, Nasdaq-listed provider, we connect clients to the global markets - focusing on innovation, human connection, and providing world-class products and services to all types of investors.Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, StoneX Group is made up of four business segments that offer endless potential for progression and growth.

Business Segment Overview: A Swift-accredited service bureau and member, our Payments division provides NGOs, Financial institutions and non-profits the ability to make a local difference, globally - with transparent pricing across 180+ countries and 140+ currencies.

Responsibilities

Position Purpose: We are seeking an experienced and skilled Production Support Engineer to join our dynamic team to support mission critical Payment Applications. The ideal candidate will have a strong background in supporting production environments, troubleshooting complex technical issues, and ensuring the smooth operation of applications and databases. You will play a critical role in resolving incidents, performing root cause analysis, and supporting database and application-related issues in a 24x7 environment.

Primary duties will include:

Production Support & Incident Management:

• Monitor and maintain production systems to ensure high availability and performance.
• Respond promptly to incidents, provide technical support, and resolve issues in line with SLAs.
• Perform root cause analysis for production incidents and propose long-term solutions to prevent recurrence.
• Providing advanced troubleshooting and resolution.
• Develop and implement automation scripts to streamline incident resolution and system monitoring.

Application Support for Payments Applications (Java/.NET, MongoDB, SQL, Azure Cloud):

• Provide support for applications, troubleshooting technical issues, ensuring performance and availability.
• Collaborate with development teams to address code-related issues and support application deployment.
• Optimize application performance and conduct regular health checks to ensure system stability.
• Assist in the design and implementation of new features and enhancements for payment applications.

Cloud Technologies Support:

• Work with cloud technologies (Azure) to ensure seamless integration, deployment, and management of production applications and databases.
• Resolve cloud infrastructure issues.
• Implement and manage cloud security measures to protect sensitive data and applications.
• Monitor cloud resource usage and optimize costs through efficient resource management.

ITIL Process Adherence:

• Ensure compliance with ITIL processes, particularly Incident Management and Problem Management, to ensure service continuity and minimize downtime.
• Contribute to the implementation and improvement of ITIL best practices within the organization.
• Participate in Change Management processes to assess and mitigate risks associated with production changes.

Collaboration & Coordination:

• Work closely with development, QA, and infrastructure teams to facilitate problem resolution and continuous improvement.
• Ensure effective communication during high-severity incidents, providing regular updates to stakeholders and managing customer expectations.
• Coordinate with external vendors and service providers to resolve complex technical issues.

Documentation & Reporting:

• Maintain accurate records of incidents, problems, changes, and resolutions.
• Generate and analyze reports on service performance, identifying trends and opportunities for improvement.
• Create and maintain detailed technical documentation and knowledge base articles for support teams.

Qualifications

To land this role you will need:

• 5-7 years of experience in production support, with a focus on databases (MongoDB, SQL), Java/.NET applications, cloud technologies, and ITIL processes.

Technical Skills:

• Databases: experience with MongoDB, SQL including queries, stored procedures, debugging of stored procedures.
• Programming: knowledge of Java or .NET for supporting applications in production.
• Cloud Technologies: Hands-on experience with any of the major cloud platforms (preferred is Azure) and cloud infrastructure management.
• ITIL Concepts: Strong understanding of ITIL frameworks, with hands-on experience in Incident Management and Problem Management.
• Familiarity with monitoring tools, logging, and incident tracking systems.
• Good to have Proficiency in scripting languages (e.g., Python, PowerShell) for automation and system management.

Soft skills:

• Strong problem-solving and analytical skills with a focus on minimizing production downtime.
• Ability to work under pressure, manage tight deadlines, and handle high-severity incidents.
• Excellent communication skills to interact with cross-functional teams and stakeholders.
• Attention to detail and a proactive approach to troubleshooting.
• Strong leadership and mentoring skills to guide junior support team members

Education / Certification Requirements:

• Cloud certifications (Foundational or Intermediate).
• ITIL certification (ITIL Foundation or higher).