Production Support Specialist

TechDigital Group; Frisco (TX); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading company in Frisco is seeking an experienced Application Support professional with a strong background in ITIL methodologies. The role involves managing incidents, service requests, and leading critical activities under pressure. Ideal candidates will have extensive experience in application support and a proven ability to implement process improvements.

Qualifications

• Nearly 6+ years of experience in Application Support and ITIL processes.
• Strong understanding of ITIL methodologies for SLAs.

Responsibilities

• Handling service requests, changes, and problem requests.
• Leading critical activities such as triaging and managing P1/P2 incidents.

Skills

Application Support

ITIL

ITSM

Job description

Mandatory skills: Application Support, ITIL, ITSM

JD:

1. Nearly 6+ years of experience in Application Support and ITIL processes, handling incident triaging, prioritization, assignment, and resolution.
2. Handling service requests, changes, and problem requests.
3. Strong understanding of ITIL methodologies for SLAs related to incidents, change requests, and changes, with the ability to work under pressure for priority issue triaging until resolution, engaging the appropriate teams in high-pressure situations.
4. Leading critical activities such as triaging and managing P1/P2 incidents, providing updates, and sending notifications.
5. Leading team activities including failovers and patching end-to-end.
6. Leading training sessions and implementing process improvements.