Production and Support Engineer

Production Operations & Stability (Primary Focus)

Monitor and ensure availability and smooth functioning of critical business applications and processes.

Oversee execution of daily operational activities, including batch jobs, workflows, and system health checks.

Act as the first point of contact for operational issues impacting business users.

Ensure minimal disruption to business operations during transformation activities.

2. Incident & Service Request Management

Manage incidents and service requests via ITSM tools (e.g., ServiceNow, Jira).

Resolve functional and operational issues within defined SLAs.

Escalate technical/system issues to relevant teams while retaining ownership.

Track incident trends and collaborate on preventive actions.

3. Transformation Program Support

Support implementation and rollout phases of transformation initiatives.

Participat`e in cutover planning, go-live readiness, and hypercare support.

Ensure business processes are validated and functioning correctly post-change.

Identify and escalate risks affecting operational continuity.

4. Process Governance & Compliance

Ensure adherence to defined operational processes, SOPs, and governance frameworks.

Validate process compliance across teams during transformation.

Drive standardization and consistency in operations.

Assist in audits and compliance reporting.

5. Data Validation & Operational Accuracy

Perform data checks and reconciliations to ensure accuracy across systems.

Monitor key operational metrics (transactions, workflows, reporting outputs).

Identify discrepancies and coordinate resolution with relevant teams.

Maintain data integrity during system/process changes.

6. Stakeholder Coordination

Work closely with:

Business users

PMO and transformation teams

IT support teams

Provide regular updates on system health, incidents, and risks.

Support business users with process queries and system usage.

Facilitate communication during major incidents or transition events.

7. Reporting & Operational Insights

Prepare and maintain:

Daily/weekly operational dashboards

Incident and SLA reports

Transformation progress updates

Track KPIs related to system performance and support efficiency.

Provide insights to improve operational effectiveness.

8. Documentation & Knowledge Management

Maintain and update:

Standard Operating Procedures (SOPs)

Runbooks and operational guides

Ensure documentation reflects current processes post-transformation.

Support knowledge transfer initiatives across teams.