Production Specialist

Description

Technology, Data & Innovation (TDI) The department is responsible for the stability of the applications. Incident Management and Problem Management are the main processes that account for the required stability. In-depth application knowledge and understanding of the business processes that the applications support are our main assets.

The primary applications to support are within Online / Mobile tribe.

The Production Specialist acts as a hands-on technician executing several tasks in relation to the required services within the Service Management environment. The Production Specialist role supports the respective functional teams and provides expertise and assistance to ensure effective services are provided by Service Management.

The main tasks of Production Specialist are monitoring and tracking activities, analyzing issues, supporting the resolution of issues and conflicts, and preparing reports and meetings. The Production Specialist has knowledge of and experience in all relevant tools used in the Service Management environment.

• Develop a good understanding of the activities required to execute Service Management functions.
• Follow all guidelines and controls for the relevant processes to ensure compliance and quality.
• Undertake specific functions within the relevant Service Management process as identified for the specific Service Management area.
• Participate in regular meetings with stakeholders, prepare and document meetings, track progress.
• Collect, interpret and respond to changes in production data, as appropriate.
• Track the implementation of resolution tasks.
• Provide regular and reliable reporting of relevant data to meet management requirements.
• Understand thoroughly the end-to-end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e., service operations).
• Participate in regular SCRUM meetings with stakeholders, prepare and document the Service Operation deliverables (e.g., Operation Instructions, PDM, contact Matrix etc.)
• Maintain an end-to-end view of the application and infrastructure landscape.
• Provide feedback and communicates results to stakeholders.
• Provide input and contribute to Service Management related audits.
• Engage with other Service Management groups to understand the business requirements
• Perform review of specifications.
• Collect, analyse and produce metrics on process data to find out improvements.
• Identify risks and issues related to the area.
• Provide governance to ensure appropriate planning and reporting

Areas of Specialty :

Service Operations Management

The Technology Service Analyst with focus on Service Operations will be responsible for undertaking Service Operation support activities including run book, incident and problem resolution where these have been assigned.

Area specific tasks / responsibilities :

Education / Certification

Computer Science related discipline (equivalent diploma or technical faculty)

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