Production Support Specialist

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.