Product Support Specialist

2 days ago


Singapore 360F (SINGAPORE) PTE. LTD. Full time

WHAT YOU WILL DO

We are looking for a committed and technically skilled Production Support Specialist to ensure the reliable performance of our systems and applications. This role requires strong analytical capabilities and cross-functional collaboration to maintain and improve system operations.

Key Responsibilities:

  • Proactively monitor and resolve production issues across multiple systems and applications
  • Work closely with cross-functional teams to identify, troubleshoot, and resolve incidents
  • Conduct root cause analysis and implement effective solutions to prevent recurrence
  • Maintain accurate documentation of issues, resolutions, and support procedures
  • Develop and enhance support processes to optimize system reliability
  • Generate and present daily, weekly, and monthly performance and incident reports
  • Coordinate software releases and deployments with development teams
  • Conduct periodic client meetings to align on expectations and monitor KPIs
  • Expand and maintain the Production Support Dashboard for enhanced visibility
  • Lead and manage Level 2 and Level 3 Production Support teams
  • Provide after-hours support as part of an on-call rotation

Requirements:

  • Bachelor's degree in Computer Science or a related discipline
  • 2–4 years of experience in a Production Support or similar technical role
  • Familiarity with Zoho Desk
  • Strong proficiency in Unix/Linux, SQL/Oracle, Java, Python, and scripting languages
  • Proven ability to troubleshoot complex system issues under pressure
  • Excellent analytical and problem-solving skills
  • Strong communication skills to interface effectively across teams
  • Understanding of ITIL frameworks and best practices
  • Flexibility to participate in an on-call schedule
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