AvePoint
SeniorProductionSupportAnalyst
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“Senior Production Support Analyst at AvePoint. Skills: Production support, Troubleshooting, SharePoint, Azure DevOps. Monitor production systems. Maintain production systems”
What You'll Achieve.
Ensuring smooth operation of critical business processes; Minimizing downtime and service disruptions; Preventing recurrence of incidents; Ensuring successful deployment; Improving team efficiency; Improving knowledge sharing; Ensuring smooth system operations; Enhancing system reliability; Reducing downtime; Adhering to organizational security policies; Adhering to compliance requirements; Delivering value and excellence
Industry & Context.
Troubleshooting; Root cause analysis; Problem-solving abilities; Problem-solving skills; Excellent analytical and problem-solving abilities
Client-facing, Hybrid work setup, On-site presence required, Shifting schedules, Support global users, Work closely with development, infrastructure, and operations teams, Work on shifting schedules to accommodate Resident Missions end-users outside of Manila time core hours, Must be able to relate to large information-based organizations, Must be comfortable dealing with senior executives from various cultures
What They're Looking For.
Must Have
Graduate of Bachelor of Science in Information Technology, Engineering or other related fields, 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, Knowledge in PL/SQL, Familiarity with database management, Experience with monitoring tools, Problem-solving abilities, Excellent communication skills, Ability to work under pressure, Effective time management, Experience with Azure DevOps (Boards, Test Plans, Repos/Git, Pipelines), Experience in Agile, e. g. , Scrum or Kanban, Experience working in a team with five or more members, Able to relate to large information-based organizations, Comfortable dealing with senior executives from various cultures, Excellent oral and written communication skills in English, Problem-solving skills, Attention to detail, Ability to work collaboratively with cross-functional teams, Excellent analytical and problem-solving abilities, Commitment to high-quality outcomes
Nice to Have
Relevant experience in providing ITSM using ITIL best practices, Experience in handling Microsoft SharePoint based applications, Proficiency in Datadog or other cloud-based monitoring tools for performance analysis, Certifications in Secure Coding, Scrum, or DevOps
What You'll Do.
Monitor production systems
Maintain production systems
Troubleshoot production systems
Ensure smooth operation
Address issues quickly
Improve system reliability
Improve system performance
Support Board Paper Library
Perform root cause analysis
Diagnose system performance issues
Diagnose application errors
Diagnose data integrity issues
Provide end-user support
Work on shifting schedules
Resolve complex issues
Ensure changes are documented
Ensure changes are tested
Comply with change policies
Participate in post-release testing
Maintain incident documentation
Maintain troubleshooting documentation
Maintain resolution documentation
Provide system performance reports
Provide incident trend reports
Provide support activity reports
Update knowledge base articles
Identify process improvement opportunities
Identify automation opportunities
Enhance system reliability
Enhance support efficiency
Participate in post-incident reviews
Contribute to action plans
Stay up to date with best practices
Stay up to date with emerging technologies
Ensure adherence to security policies
Ensure adherence to compliance requirements
Participate in audits
Participate in security reviews
How You'll Work.
Team & Collaboration
Collaborate with various teams; Collaborate with development teams; Collaborate with infrastructure teams; Collaborate with operations teams; Collaborate with cross-functional teams; Collaborate with QA teams; Communicate with stakeholders; Escalate critical issues; Follow up on escalated incidents
Communication Scope
Excellent communication skills; Effective communication; Excellent oral and written communication skills in English
Full Job Description
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 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. 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. 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. Change & Release Management Assist in the deployment and rollout of new releases, p
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