Production Support & Incident Response Analyst

The AM3 Global Singapore/USA; Pasig; On-site; Full time

Job description

• 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.
• 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.
• 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.
• 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.
  
  

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