Production Support Analyst (f/m/x)

We are looking for a skilled 2nd Line Support Specialist to join our Help Desk & Support team in Warsaw, working in a hybrid model. The role involves supporting banking and financial applications for diverse clients including contracts with major brands, and participating in a well-structured onboarding and mentoring program.

• 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 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 in the office
• Advanced level of Polish and English

Nice to have:

• Knowledge of SQL

• Acting as the primary escalation point for complex functional issues related to banking applications
• Taking full ownership of incidents from initial report through successful resolution and communication back to business users
• Methodically analyzing production incidents to identify root causes
• Liaising with clients to investigate incidents and gather necessary information
• Utilizing application logs and basic database queries for troubleshooting
• Partnering with technical support teams to ensure timely incident resolution
• Identifying recurring functional issues and proposing permanent solutions
• Developing documentation and contributing to a knowledge base of best practices