IT Production Support

Job description:

1. Monitor and ensure all production systems and applications run smoothly with minimal downtime.
2. Handle incidents, system errors, and production issues in a timely and effective manner.
3. Perform daily system and application performance monitoring to ensure business operations are not disrupted.
4. Analyze and troubleshoot technical issues across multiple platforms and applications.
5. Coordinate with developers and/or vendors to implement permanent fixes and system improvements.
6. Provide quick responses to incidents and user requests related to production systems.
7. Conduct root cause analysis (RCA) to prevent recurring issues.
8. Prepare operational documentation, system reports, and regular performance reports.
9. Support business users by providing ad-hoc reports based on business needs.
10. Control and ensure proper application versioning and system deployment processes.

Job qualification:

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field.

Work Experience

• Minimum 23 years of experience in IT Support, Application Support, or Production Support.
• Experienced in handling system incidents and disruptions, including performing Root Cause Analysis (RCA).
• Strong knowledge of databases such as Oracle and SQL Server, including:
• Basic SQL queries
• System monitoring
• Backup & restore
• Data import & export
• Basic programming skills in SQL, PL/SQL, Java, .NET, and Node.js.
• Experienced in managing job schedulers.
• Having knowledge of Life Insurance and Health Insurance business processes is an advantage.

Other Skills

• Good understanding of database concepts and relational data management systems.
• Proficient in SQL and database management systems.
• Strong communication skills, with the ability to translate technical concepts to non-technical parties.
• Able to work collaboratively in a multi-functional team environment.
• Detail-oriented, with a strong focus on accuracy and data compliance.
• Experienced in conducting User Acceptance Testing (UAT) and post-deployment validation to ensure systems run as expected.
• Understands business process flows of the supported applications.