Job Title: Senior Production Support Analyst

Work Schedule: Shifting 7 am-4 pm / 2 pm - 10 pm

Work set up: Hybrid (3x / week on


Job Summary:

We are seeking a Senior Production Support Analyst to monitor, maintain, and troubleshoot critical production systems and applications. The role will support Management Approval System (MAS) and Board Paper Library (BoardLib), both SharePoint-based applications used by senior stakeholders. The ideal candidate will ensure system availability, resolve incidents, perform root cause analysis, and collaborate with cross-functional teams to improve application performance and reliability.


Key Responsibilities:


Provide L2 production and application support for business-critical systems.


Monitor production environments and respond promptly to incidents and alerts.


Troubleshoot system, application, database, and performance-related issues.


Conduct root cause analysis and implement preventive solutions.


Support SharePoint Online applications including MAS and BoardLib.


Collaborate with development, infrastructure, QA, and operations teams.


Assist in deployments, upgrades, testing, and release validation activities.


Maintain incident records, documentation, reports, and knowledge base articles.


Ensure compliance with ITIL-based ITSM processes and change management standards.


Participate in audits, security reviews, and process improvement initiatives.


Communicate effectively with stakeholders and provide timely status updates.


Qualifications:


Bachelor's Degree in Information Technology, Engineering, or a related field.


Minimum 5 years of experience in Production Support, Application Support, or related roles.


Strong troubleshooting, incident management, and root cause analysis skills.


Experience with SQL, PL/SQL, database management, and monitoring tools.


Experience supporting Microsoft SharePoint-based applications is preferred.


Proficiency in Azure DevOps (Boards, Repos/Git, Pipelines, Test Plans).


Experience with Datadog or similar cloud monitoring platforms.


Familiarity with Agile methodologies (Scrum/Kanban) and ITIL best practices.


Excellent communication, analytical, and problem-solving skills.


Experience working with cross-functional teams and senior stakeholders.


Preferred Certifications:


Scrum


DevOps


Secure Coding


Additional Requirements:

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Must be willing to work hybrid in Ortigas, Pasig and on shifting schedules.