Production Support Specialist

Job Description

Level 3

Job Description

• Handle production management services including end-user support, systems monitoring, incident management and problem management, plant management, and event management.
• Build extensive business and application knowledge required for supporting client-facing applications.
• Diagnose and resolve application issues to ensure optimal performance and usability.
• Identify and implement automation to reduce toil, improve efficiency and eliminate customer impact.
• Provide root cause analysis with recommendations for improvements.
• Configure application monitors using industry-standard monitoring tools, as well as developing customized monitoring solutions.
• Interface with clients and other technology teams to provide governance and control around the production environment.
• Manage / Drive outage calls and significant incidents; coordinate communications within an environment.
• Act as a primary escalation / communication point between Application development teams and Business Units. Initiate, grow and shape processes, procedures and strategies to make the team more efficient.