BVG India Ltd. is looking for Production Support Staff to join our dynamic team and embark on a rewarding career journey.
System Monitoring and Troubleshooting
- Monitor production systems and applications to identify any issues or anomalies.
- Investigate and troubleshoot problems, perform root cause analysis, and implement necessary solutions to minimize downtime and ensure optimal system performance.
Incident Management
- Respond to and resolve production incidents in a timely manner, following established incident management processes.
- Collaborate with cross-functional teams to identify the cause of incidents and implement corrective actions to prevent future occurrences.
Technical Support
- Provide technical assistance and guidance to end users, developers, and other stakeholders regarding system functionality, configuration, and usage.
- Assist in diagnosing and resolving user-reported issues, escalating problems to appropriate teams when necessary.
Change Management
- Coordinate and participate in the deployment of system changes, enhancements, and updates in the production environment.
- Ensure that proper testing, validation, and documentation processes are followed to minimize the risk of production disruptions.
Documentation
- Maintain up-to-date documentation of production systems, applications, and support processes.
- Create knowledge base articles, user guides, and troubleshooting manuals to facilitate self-service and improve support efficiency.
Continuous Improvement
- Proactively identify opportunities to enhance system stability, performance, and efficiency.
- Collaborate with development teams to implement preventive measures, automation, and monitoring tools to minimize the occurrence and impact of production incidents.
Collaboration and Communication
- Collaborate effectively with cross-functional teams, including developers, testers, infrastructure teams, and business stakeholders.
- Communicate technical information, incident status, and resolutions clearly and concisely to both technical and non-technical audiences.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Proven experience in production support or a similar technical role.
- Strong troubleshooting and problem-solving skills to identify root causes and implement effective solutions.
- Solid understanding of IT infrastructure components, including servers, networks, databases, and operating systems.
- Knowledge of incident management processes, including ticketing systems, severity levels, and escalation procedures.
- Proficiency in scripting languages (e.g., Python, Bash) and experience with automation tools is desirable.
- Familiarity with ITIL framework and best practices for incident, change, and problem management.
- Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts to diverse audiences.
- Strong customer service orientation and ability to work effectively in a team-oriented, collaborative environment.
- Ability to prioritize tasks and work under pressure in a fast-paced production environment.
