Production Support Analyst

The AM3 Global Singapore/USA

Job Type   /   Job Level

Full-time   /   Senior Manager

Company Location

Philippines

Key Responsibilities

Applications Supported
Supported internally developed enterprise applications integrated with core operational systems.
Provided support for applications built on SharePoint Online.
Ensured system reliability and usability for high-level business stakeholders.
Monitoring & Incident Management
Monitored production systems to ensure optimal availability and performance.
Identified and responded to incidents and alerts promptly, minimizing downtime and disruptions.
Provided Level 2 (L2) support to end-users following escalation from Level 1 (L1) support.
Conducted root cause analysis (RCA) and implemented corrective actions to prevent recurrence.
Troubleshooting & Problem Resolution
Diagnosed and resolved issues related to system performance, application errors, and data integrity.
Delivered timely support to end-users and stakeholders for incidents and service requests.
Worked on shifting schedules to support users across different time zones.
Collaborated with development, infrastructure, and operations teams to resolve complex issues.
Change & Release Management
Assisted in deploying releases, patches, and updates to production environments.
Ensured all changes were documented, tested, and compliant with change management processes.
Participated in post-release validation to ensure successful implementation.
Documentation & Reporting
Maintained detailed documentation for incidents, troubleshooting steps, and resolutions.
Generated reports on system performance, incident trends, and support activities.
Updated knowledge base articles to enhance team efficiency and knowledge sharing.
Collaboration & Communication
Collaborated with cross-functional teams (development, QA, and infrastructure) to ensure system stability.
Communicated system updates, incident statuses, and resolution timelines to stakeholders.
Escalated critical issues and tracked them through to resolution.
Continuous Improvement
Identified opportunities for process improvement and automation.
Participated in post-incident reviews and contributed to action plans.
Kept up to date with best practices and emerging technologies in production support.
Compliance & Security
Ensured systems complied with organizational security policies and standards.
Supported audits and security reviews by providing required documentation and assistance.

Relevant Experience & Technical Skills

At least 5 years of experience in production support, application support, or a related role.
Demonstrated ability to perform responsibilities aligned with production support and application management functions.
Strong experience in troubleshooting and root cause analysis (RCA).
Proficiency in SQL and PL/SQL, with working knowledge of database management systems.
Experience with monitoring tools, preferably Datadog or other cloud-based monitoring platforms for performance analysis.
Experience supporting Microsoft SharePoint-based applications is preferred.
Hands-on experience with Azure DevOps (Boards, Test Plans, Repos/Git, Pipelines).
Familiarity with Agile methodologies (e.g., Scrum or Kanban).
Experience implementing or supporting IT Service Management (ITSM) aligned with ITIL best practices.
Proven experience working in team environments of five or more members.
Experience working within large, information-driven organizations and interacting with senior stakeholders across diverse cultures.

Certifications (Preferred)

Certifications in Secure Coding, Scrum, or DevOps are an advantage.

Core Competencies

Strong problem-solving and analytical skills, with keen attention to detail.
Excellent oral and written communication skills in English.
Ability to work under pressure and manage time effectively.
Strong ability to collaborate with cross-functional teams.
Commitment to delivering high-quality outcomes and continuous improvement.

WORK ARRANGEMENT

Must be a locally based resource.
Willing to report onsite as required.
Open to shifting schedules (7:00 AM 4:00 PM PHT or 2:00 PM 10:00 PM PHT).
Flexible to render extended working hours or weekend work, with corresponding overtime pay.
Able to respond on short notice when required.

Work Location: Hybrid remote in Pasig

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The AM3 Global Singapore/USA

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