Intermediate Production Support Analyst

We are seeking a skilled Level 2 (L2) Application Support Engineer to support and maintain business-critical applications across AWS cloud infrastructure and on-prem environments. This role involves hands-on troubleshooting of application issues, ensuring high system availability, and collaborating with cross-functional teams to resolve incidents and enhance operational efficiency. In addition, the position carries responsibilities as a Junior Operations Lead, including supporting team coordination and contributing to day-to-day operational oversight.

Key Responsibilities

Application Support

• Provide L2 support for production applications running on AWS and on-prem servers.
• Troubleshoot and resolve application, system, and integration issues within SLAs.
• Perform incident management, problem management, and root cause analysis (RCA).
• Monitor application health using tools like CloudWatch, Splunk, AppDynamics, ELK (Neptune), or similar.
• Participate in major incidents (P1/P2) and coordinate with L3/development teams.

AWS Cloud Operations

• Monitor and support AWS services such as:
• EC2, RDS, S3, Lambda, ECS/EKS
• Analyze logs using CloudWatch Logs, X-Ray, or third-party tools.
• Assist in deployment, configuration, and environment management.
• Ensure proper functioning of auto-scaling, load balancing, and backups.
• Support IAM roles, security groups, and access management.

On-Prem Server Support

• Support applications hosted on Linux/Windows servers.
• Troubleshoot issues related to:
• Application servers (Tomcat, WebLogic, IIS, etc.)
• Batch jobs and scheduled tasks
• Monitor system performance (CPU, memory, disk, network).
• Manage patching coordination and server restarts.

Incident & Problem Management
• Work with the L3 team to investigate recurring issues and drive permanent fixes.
• Maintain knowledge base articles (KBAs) and troubleshooting guides.
• Participate in post-incident reviews and continuous improvement initiatives.
• Work with DevOps to improve system reliability and deployment processes.
• Application using tools: ServiceNow (Incident/Problem/Change/Event), BigPanda, JIRA

Automation & Scripting
• Develop and maintain scripts (e.g., Shell, Python, PowerShell) to automate routine tasks.
• Assist in building monitoring alerts and dashboards.
• Proactively identify opportunities for automation (self-healing, auto-remediation, runbook automation, standardized scripts) that reduce toil and improve MTTR.

Collaboration & Communication
• Interact with development, DevOps, infrastructure, and business teams.
• Provide timely updates to stakeholders during incidents.
• Participate in on-call rotation and shift-based support (if applicable).

Required Skills & Qualifications

Technical Skills

• Strong experience in application support (L2 level).
• Hands-on experience with AWS services (EC2, RDS, S3, CloudWatch, IAM).
• Knowledge of Linux and/or Windows server administration.
• Familiarity with application servers (Tomcat, JBoss, WebLogic, IIS).
• Experience in log analysis and monitoring tools.
• Understanding of networking basics (DNS, HTTP/S, load balancing).
• Experience with ITSM tools (ServiceNow, Remedy, Jira).

Scripting & Tools
• Basic to intermediate scripting skills (Shell, Python, PowerShell).
• Exposure to CI/CD pipelines (Jenkins, Git, Azure DevOps, etc.) is a plus.

Soft Skills
• Strong problem-solving and analytical skills.
• Ability to work under pressure in critical production environments.
• Excellent communication and documentation skills.
• Strong ownership and customer-focused mindset.

Preferred Qualifications

• Experience in DevOps practices or SRE concepts.
• Knowledge of containerization (Docker, Kubernetes).
• Certifications (preferred but not mandatory):
• AWS Certified Solutions Architect / SysOps Administrator
• ITIL Foundation
  

What we offer

• Competitive salary
• Comprehensive health package
• Cafeteria
• All You Can Move
• Brand new office at an excellent location
• Hybrid working
• Opportunities for growth and advancement
• A highly people-centric, positive, and supportive work environment

Aegon is an international financial service holding company headquartered in Schiphol, the Netherlands. Our ambition is to build leading businesses that offer their customers investment, protection, and retirement solutions. Our purpose is to help people live their best lives, a goal that runs through all of our activities. The company has multiple locations across the globe, with core markets in the UK and the US, partnerships in Spain & Portugal, Brazil, and China, and an Asset Management organization with locations in the UK, US, NL, and Hungary. In the Netherlands, Aegon generates value via strategic shareholding in a market-leading insurance and pensions company.

Aegon Global Business Solutions Center is supporting these businesses with IT, Finance, Risk, Model Validation, Actuarial, Audit, and Asset management services with a growing team of approx. 300 people, based in Budapest, Hungary.

AGT Hungary IT Services LLC (HUN entity)

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