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