Production Support Engineer

         Monitor production systems, job flows, interfaces, and file transfers to ensure system health and timely business operations.

         Resolve operational problems within defined schedules and service level agreements.

         Analyse and troubleshoot root causes of system or job failures, escalating to L2/L3 teams as needed.

         Handle and follow up on escalated incidents and outstanding production issues promptly.

         Document all incidents, actions, and resolutions in the daily operational log and ticketing tools.

         Manage job calendars, scheduling, and restarts for timely process completion.

         Maintain user accounts, access rights, and perform password resets as per requests.

         Ensure daily handover of open incidents and operational tasks during shift changes.

         Participate in UAT, production cutovers, and customer onboarding support.

         Contribute to process documentation and provide operational knowledge transfer to new or backup staff.

         Recommend and support process improvements to enhance operational efficiency.

         Perform quality checks on files, interfaces, and incoming/outgoing production data.

         Ensure compliance with audit and data handling requirements for all activities.

         Support system monitoring including SFTP/FTP jobs, alerts, and scheduled reports.

Requirements

         Requests/Incidents response and resolution time within SLA

         Percentage of incidents resolved at L1 without escalation

         Uptime and availability of production systems

         Accuracy and completeness of daily operational logs and tickets

         Error-free completion of job schedules and file processing

         Compliance with audit, documentation, and process handover requirements

         Number of recurring or escalated incidents (trend reduction)

         Timely action on system alerts and file monitoring (within 1 hour)

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Wellness Resources