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Encora

Production Support Analyst

TLDR

Provide technical support for application services to ensure a stable production environment, requiring strong incident management and communication skills.

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

 Encora

Encora provides tailored software engineering and digital product development solutions for fast-growing technology companies. With a global team of over 9,000 experts, we specialize in a wide range of practices, including cloud services, product engineering, and AI engineering, making us a trusted partner for enterprises looking to innovate and modernize their digital infrastructure.

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