Senior Production Support Analyst

About the position:

Sr. Production Support Analyst is responsible for monitoring, maintaining, and troubleshooting production systems and applications. The role requires ensuring the smooth operation of critical business processes by quickly addressing issues, implementing solutions, and collaborating with various teams to improve system reliability and performance.

The role will be client-facing, working directly with one of AvePoint’s clients. It follows a hybrid work setup, requiring on-site presence at the client’s office located at 6 ADB Avenue, Mandaluyong City, Metro Manila, three times a week. This role supports global users, and the schedule may shift from time to time (dayshift and midshift).

Key Responsibilities

1. Applications Supported
   • The incumbent will be supporting MAS (Management Approval System) and Board Paper Library (BoardLib) which are both highly visible to VIP business users and integrated with core applications of the bank – eOps/SovOps.
   • MAS and BoardLib are both SharePoint based, thus SharePoint online support is part of scope.
2. Monitoring & Incident Management
   • Continuously monitor production systems and applications to ensure availability and performance.
   • Identify and respond to incidents and alerts promptly, minimizing downtime and service disruptions.
   • Provide L2 support to end-users after hand-off of AskIT L1 support.
   • Perform root cause analysis for incidents and implement corrective actions to prevent recurrence.
3. Troubleshooting & Problem Resolution

•    Diagnose and troubleshoot issues related to system performance, application errors, and data integrity.

•    Provide timely support to end-users and stakeholders for reported issues and service requests.

•    Work on shifting schedules to accommodate Resident Missions end-users outside of Manila time core hours (8am-6pm).

•    Work closely with development, infrastructure, and operations teams to resolve complex issues.

1. Change & Release Management
   • Assist in the deployment and rollout of new releases, patches, and updates to production environments.
   • Ensure that changes to production systems are well-documented, tested, and comply with change management policies.
   • Participate in post-release testing and validation to ensure successful deployment.
2. Documentation & Reporting

•    Maintain detailed documentation of incidents, troubleshooting steps, and resolutions for future reference.

•    Provide reports on system performance, incident trends, and support activities for management.

•    Update knowledge base articles to improve team efficiency and knowledge sharing.

1. Collaboration & Communication

•    Collaborate with cross-functional teams, including development, QA, and infrastructure, to ensure smooth system operations.

•    Communicate effectively with stakeholders regarding system status, incident updates, and resolution timelines.

•    Escalate critical issues to senior management and follow up on escalated incidents until resolution.

1. Continuous Improvement

•    Identify opportunities for process improvements and automation to enhance system reliability and support efficiency.

•    Participate in post-incident reviews and contribute to action plans for improving system stability and reducing downtime.

•    Stay up to date with industry best practices and emerging technologies relevant to production support.

1. Compliance & Security

•    Ensure all production systems and applications adhere to organizational security policies and compliance requirements.

•    Participate in audits and security reviews, providing necessary documentation and support

What you will bring to our team:

• Graduate of Bachelor of Science in Information Technology, Engineering or other related fields.
• Suitability to undertake the responsibilities mentioned above at the required level
• At least 5 years of experience in production support, application support, or a related role.
• Proficiency in troubleshooting and root cause analysis, knowledge in SQL, PL/SQL, familiarity with database management, and experience with monitoring tools.
• Strong problem-solving abilities, excellent communication skills, ability to work under pressure, and effective time management.
• Relevant experience in providing ITSM using ITIL best practices.
• Preferably with experience in handling Microsoft SharePoint based applications
• Proficiency in Datadog or other cloud-based monitoring tools for performance analysis.
• Must have experience with Azure DevOps (Boards, Test Plans, Repos/Git, Pipelines)
• Must have experience in Agile, e.g., Scrum or Kanban
• Certifications in Secure Coding, Scrum, or DevOps will be a plus
• Must have experience working in a team with five or more members.
• Must be able to relate to large information-based organizations and be comfortable dealing with senior executives from various cultures
• Must have excellent oral and written communication skills in English
• Strong problem-solving skills and attention to detail.
• Ability to work collaboratively with cross-functional teams.
• Excellent analytical and problem-solving abilities, with keen attention to detail and a commitment to high-quality outcomes.

AvePoint is proud to employ talent from many different backgrounds, experiences and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.

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