Production Support Analyst

We are looking for a skilled 2nd Line Support Specialist to join our Help Desk & Support team in Warsaw. In this hybrid role, you will act as the primary escalation point for complex functional issues related to banking applications, ensuring timely resolution and effective communication with business users. If you are passionate about solving intricate problems in a dynamic environment, this opportunity may be the right fit for you.
Requirements:
Minimum 3 years of experience in 2nd line support for banking or financial applications Strong understanding of ITIL processes, including Incident Management and Service Continuity Management Proven experience in analyzing and resolving complex functional issues Ability to communicate effectively with both non-technical business stakeholders and technical IT teams Familiarity with back-office processes such as payments, settlements, and reconciliations Willingness to work a flexible schedule, including one week per month from 11:00 a.m. to 7:00 p.m. and one weekend per month Openness to working in a hybrid model, with three days per week based in the office Advanced level of Polish and English
Must have: ITIL, Incident Management
Nice to have: SQL
Daily tasks: - Acting as the primary escalation point for complex functional issues related to banking applications
– Taking full ownership of incidents from initial report through to successful resolution and communication back to the business user
– Methodically analyzing production incidents to identify the root cause of issues
– Liaising with clients to investigate incidents and gather necessary information
– Utilizing application logs and basic database queries for troubleshooting purposes
– Partnering with technical support teams to ensure timely resolution of incidents
– Identifying recurring functional issues and proposing permanent solutions
– Developing documentation and contributing to a knowledge base of best practices