Production Support Engineer

Pontoon; Chester; On-site; GBP 55,000 - 70,000; Full time

Job summary

Pontoon is seeking a Production Support Engineer for a banking/payments environment in Chester. The role requires strong Unix/AIX, SQL and production support experience, with proven incident management leadership in a 24x7 setting.

Initial on-site commitment is five days per week for the first month, followed by a reduced onsite pattern. The position involves coordinating onshore/offshore teams and driving automation to improve reliability.

Qualifications

• Experience in production support for business-critical applications.
• Strong Unix/AIX command-line and system administration skills.
• Proficient in SQL/SQL*Plus, able to write and run queries to investigate issues.
• Proven track record in Incident Management and Problem Management.
• Experience resolving complex production incidents and driving service restoration and RCA.
• Ability to coordinate both onshore and offshore technical teams during major incidents.
• Familiarity with IBM MQ, SFTP, NDM and job scheduling tools (Autosys).
• Scripting experience (Shell, Python) to automate routine tasks.
• Strong communication with technical and business stakeholders.
• Banking/Financial Services or Payments domain experience is advantageous.

Responsibilities

• Manage and triage production incidents in a business-critical banking environment.
• Coordinate cross-functional technical teams to restore service quickly.
• Lead root-cause analysis and post-incident reviews.
• Maintain 24x7 production readiness and automate repetitive tasks.
• Communicate status to stakeholders and drive continuous improvement.

Skills

Production support

Unix/AIX

SQL/SQL*Plus

Incident Management

Problem Management

Major incident leadership

Automation/SRE mindset

Shell/Python scripting

24x7 production

Banking/payments domain

Stakeholder communication

Onshore/offshore coordination

Tools

IBM MQ

SFTP

NDM

Autosys

ServiceNow

Remedy

Splunk

Dynatrace

Glassbox

NetScout

Ansible Tower

Bladelogic

Job description

Job title: Production Support Engineer

Location: Chester - 5 days onsite for the first month

Contract: 12 Months

Working Pattern: 5 days out of 7 - Occasional weekend rotation

Hours: Part of a 24/7 global support model - Not an on-call role

Rate: Highly competitive

We are looking for an experienced Production Support Engineer to join a critical banking and payments environment, supporting business-critical applications and ensuring the stability and availability of production services.

The role is suited to someone with strong Unix/AIX, SQL and production support experience who is confident managing complex incidents, coordinating technical teams and working in a high-pressure environment.

Essential Skills & Experience

• Strong Production Support experience within a business-critical environment.
• Strong Unix/AIX experience, including command-line troubleshooting and Unix system administration.
• Strong SQL / SQL*Plus experience, including writing and executing queries to investigate production issues.
• Proven experience in Incident Management and Problem Management.
• Experience troubleshooting complex production incidents and driving service restoration and root-cause analysis.
• Experience leading and coordinating technical teams during major/critical incidents.
• Experience working with IBM MQ, SFTP, NDM and Autosys or similar scheduling technologies.
• Shell and/or Python scripting experience, with the ability to automate routine operational tasks.
• Strong SRE and automation mindset, with a focus on improving system reliability and reducing manual processes.
• Experience coordinating onshore/offshore technical teams and working within a 24x7 production environment.
• Excellent communication skills, with the ability to communicate clearly with both technical and business stakeholders.
• Experience within Banking, Financial Services, Payments or Payment Processing.
• Wire processing and SWIFT experience is advantageous.

Desirable

• Experience with ServiceNow or Remedy.
• Monitoring experience with Splunk, Dynatrace, Glassbox, NetScout or similar tools.
• Experience with Ansible Tower, Bladelogic or other automation tools.
• Programming experience with Python, Java, C/C++, Ruby or JavaScript.

Working Pattern

Chester-based

5 days onsite for the first month, 4 days onsite for the following 6 months, then moving to 3 days onsite per week.

5 days out of 7 - Occasional weekend rotation, If they work Saturday and Sunday, they receive 2 days off during the week

No on-call requirement

Why Apply

This is an excellent opportunity for a Production Support professional looking to work within a highly critical banking/payments environment, with a strong focus on incident management, automation, reliability and continuous improvement.

Join us and make your mark in the tech world!