Production Support Lead

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Net2Source Inc. Full time
Job Summary

We are seeking a skilled Production Support Lead to join our team at Net2Source Inc. in Kuala Lumpur, Malaysia. As a key member of our technical operations team, you will be responsible for leading and mentoring the L2 production support team, collaborating with development and infrastructure teams, and driving continuous improvement initiatives to enhance system reliability and efficiency.

Key Responsibilities:
  • Monitor, manage, and resolve L2-level production incidents and service requests.
  • Perform system health checks and proactive maintenance to prevent issues.
  • Collaborate with development and infrastructure teams for root cause analysis and resolution.
  • Lead and mentor the L2 production support team.
  • Allocate and prioritize tasks among team members to ensure SLA adherence.
  • Coordinate and manage shift schedules for 24/7 support operations.

Required Skills and Qualifications

Technical Skills:
  • Unix/Linux: Advanced knowledge of Unix/Linux commands, shell scripting, and system administration.
  • SQL: Proficient in writing and optimizing SQL queries for troubleshooting and analysis.
  • MongoDB: Hands-on experience with MongoDB, including performance tuning, backup, and recovery.
  • Knowledge of monitoring tools like Nagios, Splunk, or Dynatrace is a plus.

Process Knowledge:
  • Strong understanding of ITIL processes, including incident, problem, and change management.
  • Experience with ITSM tools like ServiceNow or Remedy.

Soft Skills:
  • Excellent analytical and problem-solving abilities.
  • Strong communication and stakeholder management skills.
  • Leadership qualities with a focus on team development and collaboration.

Seniority Level: Mid-Senior level
Employment Type: Full-time

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