Production Support Specialist Level 2 (Immediate joiner only)

📋 Description

• • As a Production Support Specialist Level 2 at Equisoft, you will be at the forefront of ensuring the seamless operation and stability of our cutting-edge digital solutions for the insurance and investment industries. You will report to the Manager, Production Support, and collaborate within a dynamic team of 20 specialists, including Level 1 and 3 support, Release Coordinators, and Service Delivery Managers. Your primary focus will be on providing exceptional client-facing application production support and resolving critical incidents, ensuring our clients' business continuity and operational efficiency.
• • This role demands a proactive and analytical approach to troubleshooting complex technical issues. You will be instrumental in maintaining the optimal performance and stability of our diverse insurance applications across multiple product lines. Your responsibilities will span a wide range of technical engineering tasks, including the deployment and configuration of software, meticulous system monitoring, and in-depth root cause analysis.
• • A significant part of your day will involve engaging directly with client requests and tickets, often serving as an escalation point for intricate problems. You will need to skillfully manage multiple daily operations, demonstrating a strong sense of urgency and a professional demeanor, especially when handling high-severity incidents that require swift and effective resolution.
• • You will play a crucial role in maintaining and enhancing application integrations, ensuring smooth data flow between our product suites and customer-specific integrations. This involves understanding complex system architectures and dependencies.
• • Proactive monitoring and prompt response to both user-reported issues and infrastructure alerts are paramount. You will be responsible for ensuring that all reported problems are meticulously tracked from initial detection through to successful resolution, minimizing downtime and impact on client operations.
• • Your responsibilities extend to managing proactive ready-for-business checks, identifying potential gaps in system performance or security, and implementing immediate fixes to prevent failures before they occur.
• • A key aspect of this role is conducting thorough root cause investigations for recurring or critical incidents. Following these investigations, you will be responsible for designing and implementing effective corrective measures to prevent future occurrences, thereby enhancing overall system reliability.
• • You will be a key partner with our DevOps, IT, and product development teams, actively contributing to the drive for stability, operational excellence, and fostering a culture of continuous improvement and efficiency across all production environments.
• • To further bolster application stability, you will contribute to the design, development, and implementation of advanced application monitors, alerts, and automation solutions. This proactive approach helps in identifying and resolving issues before they impact users.
• • You will assist in the creation and refinement of both internal and external technical and user documentation. Clear, concise, and accurate documentation is vital for knowledge sharing, training, and supporting our clients effectively.
• • In collaboration with our Release Coordinator, you will participate in executing production releases for various products and services on behalf of our clients. This requires careful planning, execution, and validation to ensure successful deployments.
• • Maintaining consistent and transparent communication with business stakeholders throughout the incident and problem resolution processes is essential. You will provide timely updates and manage expectations effectively.
• • Adherence to established procedures and a commitment to continuously improving internal processes for the maintenance of production solutions are expected. Your insights will help refine our operational workflows.
• • This role includes participation in an on-call rotation, requiring availability every other weekend (twice a month) to address urgent production issues outside of standard business hours.