Customer Support

• The Production Support Specialist Level 2 reports to the Manager, Production Support and works closely with a team of 20 specialists between Production Support Level 1, 2 & 3, Release Coordinators and Service Delivery Managers.
• The incumbent is responsible for all client facing application production support and incident resolution.
• Will also be responsible for ensuring optimal performance and stability of our insurance applications across multiple product lines.
• The incumbent performs a wide variety of technical troubleshooting and engineering work, including software deployment, software configuration and system monitoring.
• Work with customer (insurance & financial compagnies) requests and tickets (usually as an escalation point) multitasking multiple daily operations.
• This includes high severity tickets that require a quick/professional response and an analytical approach to problem solving.
• Maintain application integrations between product suites and customer integrations.
• Monitor and respond to user-reported issues as well as infrastructure alerts promptly and professionally; ensure issues are tracked through to resolution.
• Manage proactive ready-for-business checks, identify and fix gaps, and respond promptly to failures.
• Perform root cause investigations and the implementation of corrective measures.
• Partner with DevOps, IT and product teams to drive stability, operational excellence, and a culture of efficiency.
• Improve application stability with the design, development and implementation of application monitors and alerts and automations.
• Assist with the development of both internal and external (Client facing) technical / user documentation.
• Work with our Release Coordinator to perform our production releases for various products/services on behalf of our clients.
• Maintain consistent communication with business stakeholders through the incident and problem resolution processes.
• Follow procedures, and continually improve internal processes for maintenance of solutions that are in production.
• Work on-call every other weekend (twice a month)

Production Support Specialist, Level 2

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