Role Summary:
We are seeking a detail-oriented Production Support Analyst responsible for monitoring and troubleshooting application performance, ensuring system stability, resolving incidents promptly, collaborating with technical teams, and maintaining comprehensive documentation. This role is critical in minimizing downtime and enhancing the efficiency of our production environments.
Incident Management: Identify, diagnose, and resolve production issues in a timely manner.
System Monitoring: Continuously monitor production systems to ensure smooth operation and performance.
Documentation: Maintain up-to-date documentation of systems, procedures, and incident resolutions.
Collaboration: Work closely with cross-functional teams, including developers and system administrators, to resolve production issues.
Process Improvement: Propose and implement improvements to increase efficiency and reduce production costs.
Shift Work: Willingness to work in rotational shifts to provide 24/7 production support coverage.
Must-Have Skills:Strong knowledge of production systems and software troubleshooting.
Proficiency with diagnostic and monitoring tools.
Excellent problem-solving skills with the ability to analyze system metrics and logs.
Experience in incident management and resolution.
Effective communication and collaboration skills for cross-team coordination.
Ability to work under pressure and manage multiple incidents simultaneously.
Willingness to work in shift rotations as required.
Good-to-Have Skills:Familiarity with ITIL or other IT service management frameworks.
Experience with automation tools for monitoring and incident response.
Knowledge of scripting or programming languages (e.g., Python, Bash) to assist in diagnostics or automation.
Exposure to cloud platforms or containerized environments (e.g., AWS, Azure, Docker).
Understanding of database management and query troubleshooting.
Prior experience working in Agile or DevOps teams.