REQUIREMENTS:

• Bachelor’s degree in Computer Science or a related discipline
• 2–4 years of experience in a Production Support or similar technical role
• Familiarity with Zoho Desk
• Strong proficiency in Unix/Linux, SQL/Oracle, Java, Python, and scripting languages
• Proven ability to troubleshoot complex system issues under pressure
• Excellent analytical and problem-solving skills
• Strong communication skills to interface effectively across teams
• Understanding of ITIL frameworks and best practices
• Flexibility to participate in an on-call schedule

WHAT YOU WILL DO

We are looking for a committed and technically skilled Production Support Specialist to ensure the reliable performance of our systems and applications. This role requires strong analytical capabilities and cross-functional collaboration to maintain and improve system operations.

KEY RESPONSIBILITIES:

• Proactively monitor and resolve production issues across multiple systems and applications
• Work closely with cross-functional teams to identify, troubleshoot, and resolve incidents
• Conduct root cause analysis and implement effective solutions to prevent recurrence
• Maintain accurate documentation of issues, resolutions, and support procedures
• Develop and enhance support processes to optimize system reliability
• Generate and present daily, weekly, and monthly performance and incident reports
• Coordinate software releases and deployments with development teams
• Conduct periodic client meetings to align on expectations and monitor KPIs
• Expand and maintain the Production Support Dashboard for enhanced visibility
• Lead and manage Level 2 and Level 3 Production Support teams
• Provide after-hours support as part of an on-call rotation