Production Support Executive

KEY RESPONSIBILITIES

Team Management:

• Foster a collaborative and positive team environment.

Incident and Problem Management:

• Ensure timely and effective communication with stakeholders during incidents.
• Conduct root cause analysis and implement corrective actions to prevent recurrence.
• Maintain and update incident and problem records.
• Segregation of Support and Development. Change management

Service Management:

• Ensure compliance with SLAs and KPIs related to application support. o Develop and maintain documentation, including support procedures, architecture, knowledge base articles, and training materials.

Stakeholder Collaboration:

• Collaborate with other IT teams, business units, and third-party vendors to resolve issues and implement changes.
• Participate in change management processes, ensuring minimal disruption to business operations.

Continuous Improvement:

• Identify opportunities for process improvements and implement best practices.
• Stay current with industry trends and technologies to enhance support capabilities.
• Drive automation and efficiency improvements within the support function.

Customer Satisfaction:

• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Solicit feedback from users and stakeholders to improve support services.

ROLES

• Respond to and resolve customer and internal stakeholder incidents, with a focus on resolving major issues in production
• Perform initial troubleshooting and diagnosis for workflow systems and tools, identifying root causes and implementing corrective actions • Document incident resolution in the service desk tool, ensuring accurate and comprehensive documentation 2
• Escalate incidents to L2/L3 teams when necessary, ensuring timely and effective resolution
• Participate in knowledge sharing and training sessions, staying up-to-date with industry trends and best practices
• Monitor and maintain production servers, performing routine checks and restarting servers as needed, to prevent downtime and performance issues
• Collaborate with internal teams to resolve incidents, ensuring effective communication and coordination
• Identify and implement process improvements, ensuring alignment with industry best practices and Straive's incident management framework

QUALIFICATIONS

Education:

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

Experience:

• Minimum of 5 years of experience in application support or a related IT field.
• At least 2 years of experience in a leadership or supervisory role.

Technical Skills:

• Strong knowledge of application support methodologies and tools.
• Proficiency in SQL, scripting, and understanding of databases.
• Familiarity with ITIL processes and best practices.
• Experience with monitoring and ticketing systems (e.g., ZOHO).

Soft Skills:

• Effective communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Excellent analytical and problem-solving skills.
• Dedicated, self-motivated and teamwork oriented professional.
• Can work well under pressure.
• Versatile, flexible and quick to learn.
• Efficient and pay attention to detail.