Production Support Engineer

Job Description – Production Support Engineer

Role: Production Support Engineer

Location: Battersea, London, UK (Fully Onsite)

Contract: 6–12 Months (Extension Possible)

About the Ro

leWe are seeking an experienced Production Support Engineer to join a high-performing retail technology team based in Battersea, London. The successful candidate will be responsible for end-to-end ownership of production incidents, problem management, root cause analysis, and operational support of critical Point of Sale (POS) applications supporting retail store operation

s.This role requires strong troubleshooting and debugging expertise across Java-based microservices, Swift POS clients, APIs, distributed systems, and supporting infrastructure. The engineer will act as a key technical contact for production issues, ensuring business-critical incidents are resolved within agreed SLAs while minimizing impact to revenue and customer experienc

e.
Key Responsibilit

• iesTake complete ownership of incident and problem management activities across POS applicatio
• ns.Investigate, troubleshoot, and resolve production issues within defined SL
• As.Prioritize and manage business-critical and revenue-impacting inciden
• ts.Perform detailed Root Cause Analysis (RCA) for recurring issues and drive permanent fix
• es.Support and manage the end-to-end Change Request (CR) lifecyc
• le.Debug and troubleshoot Java-based microservices and Swift POS client applicatio
• ns.Analyze application, server, and infrastructure logs to identify failure poin
• ts.Trace service dependencies and diagnose issues across distributed syste
• ms.Work closely with development, infrastructure, and business teams to drive issue resoluti
• on.Provide production support during releases, upgrades, and deployment activiti
• es.Coordinate with internal and external stakeholders during major inciden
• ts.Produce operational reports, incident statistics, and management updat
• es.Ensure effective shift handovers and knowledge transfer between support tea
• ms.Provide support during peak retail periods, promotions, festivals, new store openings (NSO/NCO), and critical business even

ts.
Required Skills & Experi

enceMandatory Sk

• illsMinimum 6+ years of experience in Production Support or Application Supp
• ort.Strong experience in Incident Management and Problem Managem
• ent.Hands-on experience supporting POS (Point of Sale) applicati
• ons.Strong troubleshooting experience with Java-based applications and Microservices architect
• ure.Experience debugging distributed systems and service-to-service interacti
• ons.Expertise in Root Cause Analysis (RCA) and issue resolut
• ion.Experience with log analysis and production troubleshoot
• ing.Knowledge of APIs, backend services, and application dependenc
• ies.Experience supporting production releases and deployme
• nts.Strong stakeholder management and communication ski
• lls.Experience working in SLA-driven support environme

nts.Nice to

• HaveExperience supporting Swift/iOS applicati
• ons.Retail domain experie
• nce.Experience with monitoring and observability tools such as Splunk, ELK, Dynatrace, AppDynamics, or simi
• lar.SQL and database troubleshooting experie
• nce.Experience supporting large-scale customer-facing applicati

ons.
Work Sch

• eduleFully onsite role based in Battersea, Lo
• ndon.Flexible to work any 5 days between Monday and Su
• nday.Working hours between 9:00 AM – 6:00 PM BST
• /GMT.Additional support may be required during critical business events and peak retail sea