WHAT YOU WILL DO
We are looking for a committed and technically skilled Production Support Specialist to ensure the reliable performance of our systems and applications. This role requires strong analytical capabilities and cross-functional collaboration to maintain and improve system operations.
Key Responsibilities:
- Proactively monitor and resolve production issues across multiple systems and applications
- Work closely with cross-functional teams to identify, troubleshoot, and resolve incidents
- Conduct root cause analysis and implement effective solutions to prevent recurrence
- Maintain accurate documentation of issues, resolutions, and support procedures
- Develop and enhance support processes to optimize system reliability
- Generate and present daily, weekly, and monthly performance and incident reports
- Coordinate software releases and deployments with development teams
- Conduct periodic client meetings to align on expectations and monitor KPIs
- Expand and maintain the Production Support Dashboard for enhanced visibility
- Lead and manage Level 2 and Level 3 Production Support teams
- Provide after-hours support as part of an on-call rotation
Requirements:
- Bachelor’s degree in Computer Science or a related discipline
- 2–4 years of experience in a Production Support or similar technical role
- Familiarity with Zoho Desk
- Strong proficiency in Unix/Linux, SQL/Oracle, Java, Python, and scripting languages
- Proven ability to troubleshoot complex system issues under pressure
- Excellent analytical and problem-solving skills
- Strong communication skills to interface effectively across teams
- Understanding of ITIL frameworks and best practices
- Flexibility to participate in an on-call schedule
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