Senior Production Support Specialist, KRAKÓW

Role purpose

Within
the Production Engineering team, you'll play a senior role supporting
business-critical payment applications while leading operational improvements
and incident recovery activities.

You'll
combine strong technical expertise with leadership, helping maintain highly
available production systems while driving automation and operational
excellence. Acting as a senior technical contributor, you'll coordinate
incident resolution, mentor team members, and work closely with engineering and
infrastructure teams to improve service reliability.

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 (e.g. 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 (e.g. Copilot, Claude) to support
  automation, documentation or operational analysis.


• Strong
  communication, stakeholder management and collaboration skills.