Production Support Engineer

·         Monitor production systems, job flows, interfaces, and file transfers to ensure system health and timely business operations.

·         Resolve operational problems within defined schedules and service level agreements.

·         Analyse and troubleshoot root causes of system or job failures, escalating to L2/L3 teams as needed.

·         Handle and follow up on escalated incidents and outstanding production issues promptly.

·         Document all incidents, actions, and resolutions in the daily operational log and ticketing tools.

·         Manage job calendars, scheduling, and restarts for timely process completion.

·         Maintain user accounts, access rights, and perform password resets as per requests.

·         Ensure daily handover of open incidents and operational tasks during shift changes.

·         Participate in UAT, production cutovers, and customer onboarding support.

·         Contribute to process documentation and provide operational knowledge transfer to new or backup staff.

·         Recommend and support process improvements to enhance operational efficiency.

·         Perform quality checks on files, interfaces, and incoming/outgoing production data.

·         Ensure compliance with audit and data handling requirements for all activities.

·         Support system monitoring including SFTP/FTP jobs, alerts, and scheduled reports.

Requirements

·         Requests/Incidents response and resolution time within SLA

·         Percentage of incidents resolved at L1 without escalation

·         Uptime and availability of production systems

·         Accuracy and completeness of daily operational logs and tickets

·         Error-free completion of job schedules and file processing

·         Compliance with audit, documentation, and process handover requirements

·         Number of recurring or escalated incidents (trend reduction)

·         Timely action on system alerts and file monitoring (within 1 hour)

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Wellness Resources