Monitor production systems and track open issues using monitoring tools
Assist in initial triage and severity assessment of reported problems
Help coordinate issue assignments to appropriate team members and specialists
Track issue status and ensure timely updates to stakeholders
SLA & Performance Management
Monitor Service Level Agreement compliance and response times
Assist in maintaining SLA dashboards and reporting metrics
Help escalate issues that are approaching or breaching SLA thresholds
Support performance tracking and KPI measurement
Solution Management
Coordinate temporary workarounds and immediate fixes under supervision
Help plan and track permanent solution development and deployment
Assist in documenting solutions and updating knowledge base
Support post-incident reviews and lessons learned sessions
Communication & Reporting
Facilitate communication between development, operations, and business teams
Assist in preparing status reports and management updates
Help maintain incident documentation and resolution records
Support stakeholder communication during critical incidents
Process Improvement
Participate in process improvement initiatives and workflow optimization
Help update and maintain production support procedures
Assist in developing training materials and best practices documentation
Support automation initiatives and tool evaluation
Qualifications
Required:
Bachelor's degree in computer science, Information Technology, Engineering, or related field
Basic understanding of software development lifecycle and production environments
Strong analytical and problem-solving skills
Excellent written and verbal communication abilities
Detail-oriented with ability to manage multiple priorities
Proficiency in Microsoft Office Suite and Google Workspace
Preferred:
Previous internship or project experience in IT support or software development
Familiarity with ticketing systems (Jira, ServiceNow, etc.)
Basic understanding of monitoring tools and dashboards
Knowledge of database systems and basic SQL
Understanding of cloud platforms (AWS, Azure, GCP)
Experience with incident management frameworks (ITIL)
Technical Skills You'll Develop
Production monitoring and alerting systems
Incident management and ticketing platforms
SLA tracking and performance dashboards
Root cause analysis techniques
Change management processes
System troubleshooting and debugging
Learning Opportunities
End-to-end production support management
Cross-functional team coordination and communication
Service delivery and customer impact management
Process optimization and continuous improvement
Leadership and project coordination skills
Technical troubleshooting and problem resolution
If you're dedicated and passionate about delivering outstanding customer service, we'd love to hear from you!
Please complete this form:
https://forms.cloud.microsoft/r/eETUpg0TyZ
.
Once you've submitted it, kindly send your resume to