Production Support Analyst at Encora

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

21 May, 26

Salary

0.0

Posted On

20 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Ticket Handling, Issue Resolution, Root Cause Analysis, Communication, Collaboration, Continuous Improvement, Reporting, Team Support, On-Call Support, SQL, VB, .NET, Red Hat Linux, Shell Script, Java

Industry

IT Services and IT Consulting

Description

PRODCUTION SUPPORT ANALYST Important Information Location: Singapore Application support analyst to provide efficient application support service for cross-functional or regional applications to provide a stable a production environment to business We are looking for a Production Support Engineer to join our team. The successful candidate will be responsible for providing technical support during production hours (including night shifts) and resolving system issues in accordance with agreed service levels. This role requires a high level of technical expertise, problem-solving skills, and communication ability. Candidate must have strong experience in incident management, ticket handling, and issue resolution within IT infrastructure environments. RESPONSIBILITIES Incident Management: Manage incidents according to defined processes and procedures, ensuring adherence to service targets and quality standards. Ticket Handling: Receive, analyze, and prioritize incoming tickets, assign them to appropriate teams or individuals, and ensure timely follow-up on resolutions. Issue Resolution: Troubleshoot and resolve complex technical issues within IT infrastructure environments, collaborating with cross-functional teams as needed. Root Cause Analysis: Identify recurring problems and implement preventative measures to minimize future occurrences. Communication: Effectively communicate status updates, outages, and other important information to stakeholders during production hours. Collaboration: Work closely with development teams, vendors, and external partners to address system issues and enhance overall system performance. Continuous Improvement: Proactively identify areas for process improvement and implement changes to improve efficiency and customer satisfaction. Reporting: Generate regular reports on incident trends, ticket resolution times, and other key metrics to help inform decision-making and drive continuous improvement efforts. Team Support: Assist in training new team members and provide guidance to junior staff members as needed. On-Call Support: Participate in after-hours on-call rotations to ensure system stability and availability outside of standard business hours. TECHNICAL SKILLS SQL, VB, .NET Red Hat Linux, Shell Script, Java OpenShift About Encora Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others. At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality

Responsibilities

The Production Support Analyst will manage incidents, handle tickets, and troubleshoot complex technical issues within IT infrastructure environments according to service levels. Responsibilities also include performing root cause analysis, communicating status updates, and collaborating with cross-functional teams.