Production Support Specialist

1 week ago

ballari, India Summit Consulting Services Full time

About the role The Production Support Tier 2 role is responsible for providing elevated technical assistance and support to all departments across all technology platforms. This role requires a strong technical aptitude and the ability to resolve complex issues beyond basic frontend remediation. Success in this role entails a holistic perspective on production support and software excellence. Job DescriptionEssential Duties and Responsibilities:Manage Tier 2 support for 2+ critical production applications. Tier 2 support requires an elevated technical skillset and a strong expertise in the systems being supportedRemain compliant with all governance requirements, ensuring that testing and approval evidence is captured where applicableTroubleshoot web-based and native applications on multiple device types and browsers to ensure cross-compatibilityUnderstand and document integration details to perform data mapping analysis related to API concerns or process/job failuresGather information independently, carry out necessary research, and provide an in-depth analysis to resolve production issuesParticipate in weekly cadences and brainstorming sessions to identify opportunities and provide representation of the end usersWork closely with the product/dev/QA team to prioritize and document bugsProvide severity and analysis of issues, inquiries, and requestsEnforce best practices with end users to ensure data integrity throughout the organizationAnalyze patterns in user requests to identify actionable insights for process improvementAssist with the development and delivery of training materials and documentationRegularly contributes to and updates knowledge base systemGenerate reports on system usage and ticket history as neededManage projects and tasks in project management toolMaintain SLA and ticket closure goals using service desk softwareMonitor system health by reviewing performance metrics and running pre-defined automated test casesQualifications:Ability to write advanced SQL/MYSQL queries to perform technical troubleshootingMinimum 2 years hands on experience with MySQL Database supportResidential Real Estate or Single-Family Homes experience desired2+ years of experience with technical troubleshooting, customer support, and accountManagement on an IT Support or Desktop TeamStrong customer service orientation is essentialSupport desk experience is highly desiredStrong attention to detail, problem-solving, and process improvement skillsMust have a passion for learning new technology and developing innovative solutionsAbility to work independantly Minimum Requirements:Bachelor's degree or a combination of industry certifications and/or equivalent related work experienceExcellent verbal and written communication skillsDemonstrated ability to handle a fast-paced environment and the ability to prioritize and complete tasksAbility to think critically to analyze issues and propose solutionsWork well in a team environment; willingness to collaborate to find optimal business solutions At Summit Consulting, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.

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