Production Support Analyst

We are looking for a passionate Production Support Analyst based in Singapore. The ideal candidate is someone who is highly operational efficiency, able to coordinate cross functional and regional teams, with experience working in a fast-paced environment, has worked in a similar role within the technology or social media industry and enterprise technology product experience would be a huge advantage.

Responsibilies:
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• Monitor and manage daily customer support tickets for prioritization and triage
  
• Respond to alerts when certain metrics go out-of-trend, informing and invoking action from relevant stakeholders
  
• Provide business summaries for daily hand-over of activities between different regions
  
• Review and assess inbound emergency escalations, following internal processes, triage and support regional escalations
  
• Identify commonly reoccurring issues and build runbooks/guides to resolve them. Potentially raise code fixes or write new technical tests to prevent future issues
  
• Providing coverage on weekends / holidays (rotation-based)
  

Skills:
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• 2-4 years of experience providing application support / production support.
  
• Ability to write functional code in any modern programming language, ideally in shipped project/website/app - Python, Java, Javascript, SQL etc.
  
• Understanding of basic HTTP request lifecycles
  
• Ability to extract and analyze data, familiarity with SQL and data visualization tools is a must
  
• Ability to translate technical terms for a non-technical audience
  
• Customer-oriented mindset with demonstrated understanding and empathy
  
• High attention to detail, with an ability to execute standard workflows while also adapting appropriately to business and process changes when necessary
  
• Passion and ability to learn technical concepts
  
• Creative problem solver with excellent troubleshooting skills
  
• Demonstrated ability to multitask and prioritize in a fast-paced environment