Production Support

Consultant – IT

What a typical day looks like:

• Take ownership of user problems and be proactive when dealing with user issues.
• Monitor all alerts and report any issue that may significantly impact the business.
• Monitoring, analyzing, troubleshooting problems, providing code fixes and testing
• Create/develop/utilize application monitoring solutions to enhance application availability and performance in production
• Conduct root-cause analysis as and when needed and propose a corrective action plan
• Follow established set of processes while handling issues and for proper escalation of unresolved issues to appropriate internal teams
• Responsible for reports, requests (like RFP), Maintaining the SLA (Service Level Agreement) and account payable records
• Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
• Ensure on-time delivery of all assigned tasks – incidents, problem tickets, etc.
• Adhere to the defined support delivery process/guidelines like Problem
• Management, Incident Management, Change Management, SLA Compliance, Productivity, other application goals, etc.
• Identify and learn more about the software used/ supported by the organization.
• Develop/propose innovative approaches on process improvements & automation possibilities
• Work independently to be able to communicate effectively with users, and development and support teams during downtimes and when there are questions or issues to be addressed
• Need to work with Shift members and ensure KPI are met within team as well as team.
• Need to work on automation and ticket reduction
• Need to collaborate with stakeholders and ensure there is bug free system is available for end users

The experience we’re looking to add to our team:

• Qualifications: Bachelor’s or Master’s in Engineering
• Overall 7 to 10 years experience in production support area (L2 and L3 Support)
• Strong Knowledge in SQL, SSIS / SSRS.
• Intermediate knowledge in Dot Net
• Data Management/ETL projects
• Ability to lead the efficiency improvement ideas and provide required leadership to the team for the same
• Exhibit a strong sense of urgency for high severity incidents
• Highly motivated and eager to be part of the Systems team
• Interest in display technology
• A passion for finding root cause of problems, even when process is tedious
• Basic ability to edit dot net scripts a plus
• Ready to work in rotational shift and shift timings will be  7am to 4pm & 2 PM to 11pm & 10:30 PM to 7:30 AM also weekend shift (monthly once).
• Strong communication, presentation and writing skills.