We are looking for a passionate Production Support Analyst based in Singapore. The ideal candidate is someone who is highly operational efficiency, able to coordinate cross functional and regional teams, with experience working in a fast-paced environment, has worked in a similar role within the technology or social media industry and enterprise technology product experience would be a huge advantage.
Responsibilies:-
- Monitor and manage daily customer support tickets for prioritization and triage
- Respond to alerts when certain metrics go out-of-trend, informing and invoking action from relevant stakeholders
- Provide business summaries for daily hand-over of activities between different regions
- Review and assess inbound emergency escalations, following internal processes, triage and support regional escalations
- Identify commonly reoccurring issues and build runbooks/guides to resolve them. Potentially raise code fixes or write new technical tests to prevent future issues
- Providing coverage on weekends / holidays (rotation-based)
Skills:-
- 2-4 years of experience providing application support / production support.
- Ability to write functional code in any modern programming language, ideally in shipped project/website/app - Python, Java, Javascript, SQL etc.
- Understanding of basic HTTP request lifecycles
- Ability to extract and analyze data, familiarity with SQL and data visualization tools is a must
- Ability to translate technical terms for a non-technical audience
- Customer-oriented mindset with demonstrated understanding and empathy
- High attention to detail, with an ability to execute standard workflows while also adapting appropriately to business and process changes when necessary
- Passion and ability to learn technical concepts
- Creative problem solver with excellent troubleshooting skills
- Demonstrated ability to multitask and prioritize in a fast-paced environment
