Monitor and manage incoming production incident tickets across applications.
Use monitoring tools and system alerts to proactively identify issues.
Ensure all tickets are updated with the latest information and followed up regularly until resolution.
Coordinate with teams (e.g., development, DevOps, QA) to facilitate root cause analysis and issue resolution.
Escalate critical or high-severity incidents appropriately to ensure timely resolution.
Maintain accurate and up-to-date records of incident status, actions taken, and closure notes.
Verify issue resolution with users or stakeholders before ticket closure.
Generate regular reports and dashboards on ticket trends, open/closed status, and SLA compliance.
Participate in incident review meetings and post-incident analysis discussions.
Support the implementation of process improvements to reduce incident recurrence.

5 years of experience in a level 2 production support or application support role.
Ability to run pipelines (CI/CD) / data patching
Strong organizational and communication skills with a customer-focused mindset.
Experience with ticketing systems such as ServiceNow, Jira or similar.
Basic understanding of IT systems and infrastructure components.
Ability to work under pressure and manage multiple priorities.
Detail-oriented with a focus on following through and closing tasks.
Willingness to learn and adapt to new technologies.

Production Support Specialist

Key skills