Production Support Analyst

ROLE SUMMARY

The PolicyCenter Production Support Coordinator will be responsible for overseeing the daily operations and support of production systems, ensuring system reliability, availability, and performance. This role includes managing the release process, coordinating with solutions architects, and ensuring seamless integration and deployment of new features and updates.

ROLE RESPONSIBILITIES

• Production Support:

• Monitor production systems, identify issues, and implement corrective actions to ensure system stability and performance.
• Collaborate with IT teams and stakeholders to resolve production incidents promptly.
• Maintain documentation of production issues, solutions, and best practices.
• Conduct root cause analysis of recurring issues and implement permanent fixes.

• Release Management:

• Develop and maintain release schedules for all production systems.
• Coordinate with development, QA, and operations teams to ensure successful deployments.
• Ensure all releases are thoroughly tested and compliant with company policies and standards.
• Manage and document the release process, including change management and version control.

• Collaboration with Solutions Architects:

• Work closely with solutions architects to understand system design, architecture, and integration points.
• Provide input on production environment requirements and constraints during the design and planning phases.
• Assist in the implementation of architectural changes and optimizations to improve system performance and scalability.

• Continuous Improvement:

• Identify opportunities for process improvements and automation in production support and release management.
• Implement best practices and industry standards to enhance system reliability and efficiency.
• Stay updated with the latest technologies and trends in production support and release management.

TECHNICAL QUALIFICATIONS

• Proven experience in production support, release management, or a related role.
• Strong knowledge of ITIL processes and best practices.
• Experience with release management tools and practices.
• Familiarity with software development lifecycle (SDLC) methodologies.
• Knowledge of cloud platforms (e.g., AWS, Azure) and CI/CD pipelines is a plus.

GENERAL QUALIFICATIONS

• Technical proficiency in system monitoring, troubleshooting, and performance tuning.
• Ability to manage multiple tasks and projects simultaneously.
• Strong organizational and time-management skills.
• Detail-oriented with a focus on quality and accuracy.
• Ability to work independently as well as part of a team.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• This position may require occasional on-call support and after-hours work for critical issues or deployments.
• Ability to work in a fast-paced environment and adapt to changing priorities.

EDUCATION REQUIREMENTS

• Bachelors degree in Computer Science, Information Technology, or a related field.