Production Support Specialist

2 weeks ago

Singapore AMBITION GROUP SINGAPORE PTE. LTD. Full time
Job Description

We are seeking a highly skilled Production Support Specialist to join our team at Ambition Group Singapore Pte. Ltd. as a key member of our Technical Operations team.

Key Responsibilities:
  • Daily Operations Management:
    • Oversee the day-to-day operations of our technology platforms, including MS SQL Server, Oracle, and Unix.
    • Identify potential production issues and create incident, enhancement, and problem tickets in the ticket tracking system.
    • Communicate effectively with development teams and internal business operations to address and resolve issues.
  • Technical Support and Troubleshooting:
    • Provide front-line technical support for production issues, including Incident/Problem Management, Release/Deployment, and Application Monitoring.
    • Troubleshoot, analyze, and resolve complex issues using advanced query and programming skills.
    • Perform root cause analysis and develop mitigation strategies.
  • System and Process Management:
    • Manage production support roles (L1/L2/L3) and use monitoring/scheduling tools.
    • Handle real-time restoration and triage of issues impacting technical services.
    • Collaborate with Technology Infrastructure, Development, and Testing Teams for integrated releases and upgrades.
  • Continuous Improvement:
    • Identify vulnerabilities and opportunities for improvement in production services.
    • Develop and enhance administrative, operational, and technical policies and procedures.
    • Suggest and implement ideas for improving customer satisfaction and operational efficiency.
  • Communication and Leadership:
    • Communicate status and health of applications to business and management.
    • Lead production support issues and incidents, ensuring timely resolution and adherence to SLAs.
    • Serve as an escalation point for unresolved problems, complaints, and service requests.
    Requirements:
    • 5+ years of relevant IT experience in Production Support, ITIL, Release Support, or Technical Implementations.
    • Hands-on experience with Java/J2EE (Core Java, JDBC, EJB), server-side technologies (SOAP/Restful services, XML/XSLT), and microservices (MuleSoft).
    • Strong knowledge of Middleware components (Message Broker, IBM Websphere MQ, JBoss, MuleSoft).
    • Experience with Oracle, DB2, and PL/SQL query performance tuning.
    • Familiarity with event-driven and schedule-driven batch processes.
    • Proficiency in Unix and Windows operating systems, including strong scripting skills.
    • Experience using monitoring/scheduling tools and handling on-call support.
    • Ability to assess severity, gather impacts, engage supporting teams, and escalate issues as necessary.

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