Production Support Engineer

Apexon; Greater London; On-site; GBP 55,000 - 85,000; Full time

Job summary

Apexon is seeking an experienced Application Support professional to provide L2/L3 support for front-office applications in a fast-paced, banking-adjacent environment. You will troubleshoot complex incidents, perform root cause analysis, and coordinate with development teams to implement fixes.

The role requires strong Java and SQL skills, ITIL/ITSM familiarity, and experience with cloud platforms (AWS) and AI-assisted development tools.

Qualifications

• 4 to 10 years of experience in Application Support, Production Support, and/or Software Development.
• Experience in L2 and L3 Application Support environments.
• Banking or Investment Banking experience preferred.
• Experience with business-critical applications in fast-paced environments.

Responsibilities

• Provide L2/L3 support for business-critical front-office applications.
• Troubleshoot, debug, and resolve complex production incidents and application defects.
• Perform root cause analysis and drive permanent resolutions with development teams.
• Manage incidents, assess business impact, and coordinate timely resolution of issues.
• Work with support teams on escalations and provide technical guidance.
• Collaborate with development teams to investigate bugs, implement fixes, and improve stability.
• Communicate with users, stakeholders, and management during incidents and investigations.
• Raise and manage incident, problem, and escalation tickets per processes.
• Identify opportunities for automation, operational improvements, and platform optimization.
• Support application performance, reliability, and continuous service improvement initiatives.

Skills

Java

SQL

ITIL/ITSM

Incident management

AWS

AI tools

GitHub Copilot

Communication

Stakeholder management

Prioritization

Problem solving

Independent work

Weekend support

Tools

Cloud DevOps

Job description

Apexon is a digital-first technology services firm specializing in accelerating business transformation and delivering human-centric digital experiences. We help customers outperform their competition through speed and innovation, wherever they are in the digital lifecycle.

Apexon brings together core competencies in AI, analytics, app development, cloud, commerce, CX, data, DevOps, IoT, mobile, quality engineering, and UX - combined with deep expertise in BFSI, healthcare, and life sciences - to help businesses capitalize on the opportunities digital offers.

Backed by Goldman Sachs Asset Management and Everstone Capital, Apexon has a global presence of 15 offices (and 10 delivery centers) across four continents.

What You Will Be Doing

• Provide L2/L3 support for business-critical front-office applications.
• Troubleshoot, debug, and resolve complex production incidents and application defects.
• Perform root cause analysis and drive permanent resolutions in partnership with development teams.
• Manage incidents, assess business impact, and coordinate timely resolution of issues.
• Work closely with support teams on escalations and provide technical guidance where required.
• Collaborate with development teams to investigate bugs, implement fixes, and improve application stability.
• Communicate effectively with users, stakeholders, and management during incidents and problem investigations.
• Raise and manage incident, problem, and escalation tickets through established support processes.
• Identify opportunities for automation, operational improvements, and platform optimization.
• Support application performance, reliability, and continuous service improvement initiatives.

What Are We Looking For

• Education & Experience
• 4 to 10 years of experience in Application Support, Production Support, and/or Software Development.
• Experience working in L2 and L3 Application Support environments.
• Banking or Investment Banking experience preferred.
• Experience working with business-critical applications in a fast-paced environment.
• Technical Skills
• Strong coding, debugging, and analytical skills.
• Hands-on experience with Java
• Familiarity with ITIL, ITSM, incident management, and problem management frameworks.
• Strong understanding of application architecture and troubleshooting methodologies.
• SQL and database query/debugging skills.
• Ability to perform code-level analysis and identify root causes of production issues.
• Knowledge of incident, problem, and escalation management processes.
• Public and Private Cloud platforms (preferably AWS, with exposure to cloud-hosted application and DevOps environments)
• Working knowledge of modern AI-assisted software development tools (e.g., GitHub Copilot, Claude, ChatGPT, or similar tools).
• Excellent verbal and written communication skills.
• Strong stakeholder management and client-facing communication abilities.
• Ability to analyze, prioritize, and resolve issues under pressure.
• Strong problem-solving mindset with a proactive and ownership-driven approach.
• Ability to work independently while collaborating effectively with global teams.
• Capable of managing multiple priorities in a demanding support environment.
• Flexible on extended hours and occasional weekend support.

Nice to Have

• Unix/Linux administration and troubleshooting experience.
• Experience supporting front-office trading, risk, or banking applications.