Production Support Officer

Job Purpose 

The Support Analyst provides application support to resolve issues with computer programs, hardware, and peripherals, and is responsible for responding to technical queries and issues, resolving problems in a timely manner and providing technical recommendations.

The Support Analyst must provide exceptional customer service, perform user administrative responsibilities efficiently, and should be able to display excellent problem-solving skills and solid knowledge of IT solutions.

Key Accountabilities

1.       Analyse client problems and document solutions.

2.       Coordinate all production support issues with application development management. Provide technical support for production cycles jobs and troubleshoots issues.

3.       Provide solutions and detailed documentation for network and system related issues.

4.       Perform root cause analysis of problems.

5.       Enhance existing production support procedures. Interact with infrastructure, release management, change management, QA, DBA and application teams.

6.       Work with software developers, programmers and other teams to ensure technical compatibility and user satisfaction.

7.       Assist customers for the purpose of improving processes related to system issues.

8.       Maintain error logs and resolution reports in coordination with IT departments.

9.       Offer recommendations — based on various metrics — on how to improve the support process in its entirety.

10.    To be able to provide 24*7 support for the critical applications and incidents as per the policies and procedures.