Production Support Engineer

Overview

Production Support Engineer role at Accenture Southeast Asia.

Work Hours

12X5 support with multiple shifts & on call support.

Reports To

Service Management Lead.

Job Summary

Responsible for ensuring smooth operation and stability of production systems. Monitor, troubleshoot, and resolve real‑time issues. Provide support to end‑users and collaborate with development and operations teams to improve performance and reliability.

Key Responsibilities

• Monitor production systems and applications to ensure optimal performance and availability. When required participate during P1 / P2 Management calls.
• Perform regular system health checks and preventive maintenance.
• Identify and address potential issues before they impact production.
• Respond to and resolve production issues in a timely manner to minimize downtime and impact on business operations.
• Analyze the root cause of incidents and implement corrective actions to prevent recurrence.
• Document incidents, resolutions, and actions taken in the incident management system.
• Provide technical support to end‑users and other IT teams for production‑related issues.
• Assist in the troubleshooting and resolution of application and system errors.
• Escalate issues to higher‑level support or development teams as needed.
• Collaborate with other IT teams to implement system enhancements and improvements.
• Communicate effectively with stakeholders regarding the status of production systems and ongoing issues.
• Analyze system performance data and identify opportunities for optimization.
• Implement performance tuning and optimization techniques to improve system efficiency.
• Participate in capacity planning and scaling activities.
• Create and maintain comprehensive documentation for production systems, processes, and procedures.
• Generate regular reports on system performance, incidents, and support activities.
• Provide updates to management on production system status and improvement initiatives.
• Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
• Drive innovation within the team to adopt new tools and technologies that improve production support.

Skills

Experience

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Information Services

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