Job Description

Working Hours : 12X5 Support with multiple shift & on call support

Department: Service Managment

Reports To: Service Mgmt Lead

Job Summary:

The Production Support Engineer is responsible for ensuring the smooth operation and stability of the organization's production systems. This role involves monitoring, troubleshooting, and resolving issues in real-time, providing support to end-users, and collaborating with development and operations teams to improve system performance and reliability.

Key Responsibilities:

• Monitor production systems and applications to ensure optimal performance and availability. When required participate during P1/P2 Management calls
• Perform regular system health checks and preventive maintenance.
• Identify and address potential issues before they impact production.
• Respond to and resolve production issues in a timely manner to minimize downtime and impact on business operations.
• Analyze the root cause of incidents and implement corrective actions to prevent recurrence.
• Document incidents, resolutions, and actions taken in the incident management system.
• Provide technical support to end-users and other IT teams for production-related issues.
• Assist in the troubleshooting and resolution of application and system errors.
• Escalate issues to higher-level support or development teams as needed.
• Collaborate with other IT teams to implement system enhancements and improvements.
• Communicate effectively with stakeholders regarding the status of production systems and ongoing issues.
• Analyze system performance data and identify opportunities for optimization.
• Implement performance tuning and optimization techniques to improve system efficiency.
• Participate in capacity planning and scaling activities.
• Create and maintain comprehensive documentation for production systems, processes, and procedures.
• Generate regular reports on system performance, incidents, and support activities.
• Provide updates to management on production system status and improvement initiatives.
• Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
• Drive innovation within the team to adopt new tools and technologies that improve production support.

Job Requirements

Skills :

• Strong understanding of patch management and cybersecurity best practices.

• Proficiency with patch management tools (e.g., Microsoft SCCM, WSUS, Ivanti, etc.).
• Excellent troubleshooting and problem-solving skills.
• Strong organizational and time-management abilities.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.

Experience:

• 3-5 years of experience in IT operations, system administration, or a related role.
• Proven experience with patch management processes and tools.
• Relevant certifications such as Certified Information Systems Security Professional (CISSP), Certified Ethical Hacker (CEH), or Microsoft Certified: Windows Server Hybrid Administrator are advantageous.

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