Production support - L1-L2

Accion Labs is a global technology services firm with offering a full range of product life-cycle services in the emerging technology segment. This includes Web 2.0, Open Source, SaaS/Cloud, Mobility, IT Operations Management/ITSM, Big Data and traditional BI/DW. Through nine global offices and a rapid-response delivery model, Accion offers a range of engagement models such as turn-key projects, extended-teams, shared-IP development, offshore-leveraged engagements and professional staffing (contract, contract-to-hire & direct perm). Role - Production support - L1-L2 Responsibilities: · Investigate production issues, determine production defect severity and provide workaround to user if feasible to move business forward · Manage and respond to users on timely manner. · Log incident ticket for production issues and user queries · Provide necessary information needed for further investigation to next level support (L2) to proceed with fix · Ensure L2 teams identify root cause with impact analysis before delivering production defect fixes · Prioritize defects and plan for production release based on defect criticality or align with quarterly release · Follow up on defect and incident closure and meet incident closure KPI · Share production defect support learning with QA team and development team to improve application quality and minimize future defects · Make sure system availability as per respective agreed SLA · Ensure daily end of day execution for supported applications complete successfully · Perform annual Disaster Recovery (DR) exercise for supported applications · Provide support to System Engineers on server level patches / upgrade as and when applicable · Ensure proper knowledge transfer (KT) from project / development team before enhancement release · Ensure application documentation is properly updated for each production release Requirements · Strong troubleshooting and problem solving skills · Strong business knowledge and ability to pick up application