Production Support Executive

Role & responsibilities

• Responsible for global service delivery & DR management, application production support processes and incident management. (Mandatory)
• Own the overall production support for all tracks.

• Capture and action the root causes for critical and fatal incidences
• Crisp reporting of the metrics on weekly and monthly basis
• Coordinate with all tracks for smooth functioning of applications
• Reduce repetitive activities efforts by fixing issues or by automating with the help of development team
• Ensure clear and prompt communication to the stakeholders and leadership with production uptime metrics
• Create issues handling process, standardize and enforce with all tracks, keep it up-to-date
• Create and implement a plan to scale the support team based on the business expansion plan

Preferred candidate profile

• Good Communication Skills in English - verbal and written (mandatory)
• Experienced in ITSM and issue tracking processes and tools like Manage Engine SDP
• Good hands on experience of using JIRA tool and Excel is mandatory
• Knowledge of Ecommerce domain (Preferred)
• Knowledge of BCP (Business continuity planning) and DR (Disaster Recovery) process (Preferred)
• Sound understanding of application production support processes and incident management. (Mandatory)

Perks and benefits

5 days working

Able to work in product based environment

Ample opportunities to learn