Production Support Specialist, APAC

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Job Summary

We are seeking a detail-oriented and proactive Production Support Specialist to manage and follow up on incident tickets raised in our production environment. The primary focus of this role is to ensure that all incidents are tracked, escalated as needed, and resolved in a timely manner, while keeping stakeholders informed throughout the process. The ideal candidate will act as the central point of coordination for issue resolution.

Key Responsibilities

• Monitor and manage incoming production incident tickets across applications.
• Use monitoring tools and system alerts to proactively identify issues.
• Ensure all tickets are updated with the latest information and followed up regularly until resolution.
• Coordinate with teams (e.g., development, DevOps, QA) to facilitate root cause analysis and issue resolution.
• Escalate critical or high-severity incidents appropriately to ensure timely resolution.
• Maintain accurate and up-to-date records of incident status, actions taken, and closure notes.
• Verify issue resolution with users or stakeholders before ticket closure.
• Generate regular reports and dashboards on ticket trends, open / closed status, and SLA compliance.
• Participate in incident review meetings and post-incident analysis discussions.
• Support the implementation of process improvements to reduce incident recurrence.

Requirements

Nice to Have

Our Culture and Values

At Zurich, we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work. We have a diverse mix of customers, and we want our employee base to reflect that.

Our diversity and inclusion initiatives create an environment where everyone feels welcome, regardless of protected characteristics. We accept applications from everyone, regardless of background, beliefs, or culture.

We are committed to continuous improvement and offer access to comprehensive training and development opportunities. Zurich is passionate about supporting employees to help others through volunteering, charitable, and community activities.

Make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.

You are the heart & soul of Zurich!

At Zurich, we think outside the box and challenge the status quo. We focus on the positives and ask, "What can go right?" We value our employees' experience and know-how, offering a wide range of opportunities to grow within Zurich. We’re proud to be a Great Place To Work-certified company. Our culture is our top priority!

Let’s continue to grow together!

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