Job
Description
Job Description Maintain Production Support Processes and SLAs : Document production support processes that encompass the full lifecycle of a delivery request through to the development team and a production release. Support defined SLAs based on severity and work with DevOps and Engineering to meet those SLAs. System And Application Deployments Plan and execute application and database deployments following established processes with adherence to Corporate Change Management standards. Incident Management Participate in the troubleshooting, and resolution of production issues in real time with timely communication to affected parties. Ensure that incidents are logged, tracked, and escalated as necessary. Monitoring & Alerting Implement and optimize monitoring tools to proactively detect issues and ensure the health and performance of production environments. System Stability & Performance Work closely with the development, infrastructure, and operations teams to ensure the stability and scalability of production systems. Recommend and implement improvements to increase system reliability. Root Cause Analysis (RCA) Contribute to post-incident reviews, drive root cause analysis efforts, and ensure that lessons learned are shared across teams. Continuous Improvement Engage in continuous improvement efforts by identifying gaps in the support process and implementing best practices. Optimize incident response times and overall system performance. Collaboration With Stakeholders Engage with business stakeholders, product owners, and other cross-functional teams to ensure effective communication and resolution. Knowledge Management Maintain and update documentation for support procedures, system configurations, and incident management. Create knowledge-based articles and ensure the team is well-trained on new systems and procedures. Job Qualifications Required Skills & Qualifications : Bachelors degree in computer science, Information Technology, or a related field. 2+ years of experience in production support, system administration, or related technical roles with a focus on cloud-based systems management (GCP and Azure) Proven experience in a production support or IT operation team. Knowledge of incident management, system monitoring, and troubleshooting methodologies. Understanding of production systems, system architectures, and distributed systems. Hands-on experience with monitoring tools. Familiarity with scripting languages (e., Python, Shell) for automation and troubleshooting. Solid communication and interpersonal skills to engage with stakeholders. Ability to work under pressure and manage incidents in a fast-paced production environment. Proficiency in Windows/Linux/Unix environments and system administration. Familiarity with CI/CD pipelines and tools (e., Jenkins, GitHub). Hands-on experience with .NET Core, .NET Framework, Apache, IIS, PowerShell, and Python for application support. Ability to query SQL databases for application troubleshooting, reporting and deployments. Additional technologies : JIRA, Confluence, Pager Duty, Uptrends, Teams, O365 (ref:hirist.tech) Show more Show less
