As an Associate Prod Support, you will manage and support production environments across data and cloud platforms, focusing on L1/L2 support, incident resolution, monitoring, and SLA-driven operations. You will work closely with T1 and T2 teams to troubleshoot issues, stabilise systems, and enhance operational reliability through automation and optimisation.
What You’ll Do and How You’ll Succeed
- Provide technical and administrative support for day-to-day operations, including troubleshooting issues reported by end users, T1 teams, and T2 teams.
- Resolve technical problems promptly to meet SLA requirements.
- Deliver 24×7 operational support for all production activities, including holidays and weekends.
- Coordinate with various teams, raise support tickets, perform root-cause analysis, and assist in the efficient resolution of production-related issues.
- Maintain detailed logs of issues and ensure resolutions align with quality assurance standards for production processes.
- Serve as the primary point of contact for the data warehouse production ecosystem.
- Enhance production quality through value-added initiatives, automation, and optimisation.
- Lead outage calls and engage all relevant teams to drive timely resolution.
- Support stakeholders, T1 and T2 teams with technical assistance and advanced troubleshooting.
- Assist end users, T2 teams, and development teams in diagnosing and resolving reported issues.
- Utilise monitoring tools such as Kibana and ADX to track system performance.
- Apply scripting skills in Bash and Shell to support operational tasks.
- Work with Linux, IBM TWS, SQL, Azure Cloud, Snowflake, and Databricks to manage production environments.
- Support production deployments and resolve code or SQL-related issues, including implementing enhancements when required.
We’d Love to Hear From You If…
Experience
- You have 2–5 years of experience in Production Operations, particularly in managing production environments.
- You have experience handling production deployments and supporting multiple technical teams.
- You hold a bachelor’s or master’s degree in science, computer applications, or an equivalent field.
Technical Expertise
- You are proficient with ticketing tools such as ServiceNow, AOTS, and BMC Remedy.
- You have strong knowledge of monitoring tools such as Kibana and ADX.
- You have hands-on experience with Bash and Shell scripting.
- You are skilled in Linux, IBM TWS, SQL, Azure Cloud, Snowflake, Databricks, and Unix environments.
- You can resolve code and SQL-related issues and implement enhancements when needed.
- You possess relevant competencies in Azure Fundamentals, IBM TWS, Snowflake Basics, Databricks, SQL, Linux, Unix, and Shell scripting.
Ways of Working
- You communicate effectively across verbal, non-verbal, and written formats.
- You can support T1 and T2 teams with clear, structured technical guidance.
- You are capable of working in a fast-paced environment.
- You understand general Tier 1 and Tier 2 responsibilities and can collaborate effectively with development teams.