Company Description
Inetum is a global leader in IT services, dedicated to delivering innovative solutions to our clients. We are committed to fostering a dynamic and inclusive work environment that values diversity, where creativity and collaboration can thrive. We are present in 19 countries and have more than 28,000 employees worldwide.
If you are looking for a dynamic, innovative, and technology-driven company, Inetum is the place for you! Come be part of Inetum!
Job Description
The Application Production Support role ensures the continuity, stability, and quality of IT services in a banking context, supporting both in‑house and third‑party applications.
Working with a broad set of tools, procedures, and best practices, this role is responsible for day‑to‑day production support activities, including incident resolution and prevention, request fulfillment, change implementation, and proactive monitoring of production environments.
With a close collaboration with Development and Infrastructure teams, Application Production Support is a key contributor to Application Management, participating in application releases, migrations, re‑hosting activities, batch configuration, and infrastructure evolution. The role operates in an environment driven by digital transformation, leveraging modern technologies (AI, Monitoring, Automation) and methodologies such as Agile, DevOps, and ITIL, within a dynamic and multicultural setup.
Main Responsibilities
First Point of Contact
- Act as the primary contact for all IT Production‑related incidents, requests, and inquiries.
- Provide technical and functional support to end‑users, Developers, and Business Analysts.
- Ensure clear guidance, follow‑up, and communication throughout support activities.
Incident, Request & Change Management
- Track, manage, and resolve incidents, service requests, problems, and changes using ITSM tools.
- Ensure timely restoration of services within agreed SLAs.
- Follow established Incident and Problem Management processes.
- ITIL certification is considered a plus.
Monitoring & Operational Maintenance
- Monitor both infrastructure and application layers for critical and non‑critical systems.
- Apply IT best practices, security guidelines, and operational standards to ensure service stability.
- Identify potential risks and take preventive actions to reduce incidents.
Release & Testing Support
- Prepare production and pre‑production environments for application releases.
- Perform and support pre‑production testing activities.
- Ensure smooth deployment and post‑release stabilization.
- Maintain functional and technical knowledge required for efficient Production Support.
Communication & Availability
- Maintain regular communication with internal clients and stakeholders.
- Provide timely updates on incidents, changes, and service status.
- Participate in on‑call rotations, when required, to ensure continuous support coverage.
Qualifications
Databases & OS
- SQL: Microsoft SQL Server, Oracle, PostgreSQL, Sybase
- Operating Systems:
- Windows / Windows Server
- Linux (RHEL)
- UNIX (AIX)
File Transfer & Integration
- CFT, MQ, FTaaS
- FTP / SFTP / PeSIT
Automation, Scheduling & Monitoring
- Batch scheduling: Autosys, Control‑M
- Automation & DevOps: Jenkins, Ansible, DevOps / SecDevOps
- Monitoring & Observability: Dynatrace
- CI/CD exposure is a plus
Infrastructure, Security & Cloud
- Banking application environments
- Network: LAN, VPN, LDAP, Active Directory
- Encryption: PGP, GPG
- Infrastructure: DMZ / dMZR, Virtual Machines, Cloud, Load Balancers, Firewalls
- Security: TLS/SSL, SSH, PKI, Certificates, SAST/DAST
- Cloud models: IaaS, PaaS, SaaS
Service Management & Tools
- ITSM tools: ServiceNow, JIRA
- Agile environments and collaboration tools
Language Requirements
- English – Fluent (mandatory)
- French – Nice to have
Soft Skills
- Effective communication: strong verbal and written skills, active listening, and assertiveness
- Collaboration & teamwork: ability to work in multicultural and cross‑functional environments
- Problem‑solving & adaptability: autonomy, analytical mindset, and flexibility in dynamic contexts
- Organization & time management: ability to prioritize, manage stress, and make informed decisions
- Client focus & ownership: proactive, results‑driven attitude with a strong sense of responsibility and quality delivery
