Production Support Specialist

Vintti is a staffing agency that acts as an economic enabler. By connecting US-based SMBs, startups, and firms with top-tier Latin American talent, we drive growth on both sides of the equation. For US businesses, we offer access to a pool of highly skilled professionals at competitive rates, allowing for increased efficiency and scalability. For Latin American workers, we provide opportunities to engage with the US market, fostering professional development and economic advancement. Vintti stands at the intersection of global talent and American enterprise, facilitating partnerships that stimulate economic prosperity across borders.

A Production Support Specialist is essential in maintaining the seamless operation of software applications and systems within an organization. These professionals are responsible for monitoring system performance, troubleshooting issues, and ensuring minimal downtime by providing timely resolutions. They collaborate with development teams to apply patches and updates, as well as create and maintain documentation for support processes. With a proactive approach, the Production Support Specialist identifies potential problems before they impact users, ensuring stability and efficiency in production environments. Their role is pivotal in upholding the reliability of the company's technology infrastructure.

- Bachelor's degree in Computer Science, Information Technology, or a related field
- 3+ years of experience in production support or a similar technical support role
- Proficiency with monitoring tools and technologies (e.g., Nagios, Splunk, New Relic)
- Strong troubleshooting and problem-solving skills
- Experience with scripting languages (e.g., Bash, Python, PowerShell)
- Solid understanding of operating systems (Windows, Linux, Unix)
- Knowledge of database management systems (e.g., SQL Server, Oracle, MySQL)
- Familiarity with incident and change management processes
- Ability to analyze system logs and performance metrics
- Excellent communication and interpersonal skills
- Experience with ticketing systems (e.g., Jira, ServiceNow)
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously
- Experience with backup and recovery processes
- Strong documentation skills, including writing SOPs and troubleshooting guides
- Familiarity with ITIL best practices and frameworks
- Understanding of network fundamentals and protocols
- Knowledge of security best practices in production environments
- Experience with cloud platforms (e.g., AWS, Azure, Google Cloud) is a plus
- Ability to work independently and as part of a team
- Familiarity with CI/CD pipelines and deployment processes
- Willingness to participate in an on-call rotation for 24/7 support
- Ability to provide technical training and support to users
- Proven track record of root cause analysis and implementing long-term solutions
- Capacity planning and performance tuning experience

- Monitor production systems and applications
- Respond promptly to system alerts
- Investigate and resolve production issues
- Troubleshoot user-reported problems
- Collaborate with development and QA teams
- Identify, document, and fix production defects
- Execute production job streams and scripts
- Validate jobs and scripts per schedules
- Document incidents and resolutions in ticketing system
- Perform periodic system checks
- Conduct health monitoring for potential issues
- Assist in deploying updates and patches
- Follow change control processes
- Communicate status updates to stakeholders
- Participate in on-call rotation for 24/7 support
- Develop and maintain operational documentation
- Analyze system logs and performance metrics
- Recommend performance improvements
- Coordinate with third-party vendors for support
- Test and verify backup and recovery processes
- Ensure data integrity and availability
- Assist in capacity planning efforts
- Optimize system resources
- Provide user training for applications and tools
- Conduct root cause analysis for recurring issues
- Implement long-term solutions
- Ensure compliance with security policies and procedures

The ideal candidate for the Production Support Specialist role will have a Bachelor's degree in Computer Science, Information Technology, or a related field and a minimum of three years of experience in production support or a similar technical role. They will be proficient with monitoring tools such as Nagios, Splunk, and New Relic, have a strong command of troubleshooting and problem-solving techniques, and be adept with scripting languages like Bash, Python, and PowerShell. They will possess a solid understanding of various operating systems including Windows, Linux, and Unix, and have experience with database management systems such as SQL Server, Oracle, and MySQL. Familiarity with incident and change management processes, as well as the ability to analyze system logs and performance metrics, is essential. The ideal candidate will display excellent communication and interpersonal skills, be experienced with ticketing systems like Jira and ServiceNow, and able to thrive in a fast-paced environment handling multiple tasks simultaneously. They will demonstrate strong documentation skills, with experience writing SOPs and troubleshooting guides, and have knowledge of ITIL best practices, network fundamentals, and security best practices in production environments. Experience with cloud platforms like AWS, Azure, or Google Cloud is beneficial. Furthermore, the candidate will exhibit strong attention to detail, effective problem-solving abilities, and a proactive approach to identifying and solving issues. They will remain calm under pressure, be highly reliable, punctual, and well-organized, with strong multi-tasking and analytical thinking capabilities. A team-oriented mindset, willingness to learn, adapt, and participate in a 24/7 on-call rotation is imperative, as is the ability to provide technical training and support to users. The ideal candidate will demonstrate a strong customer service orientation, a dedication to continuous improvement, a high level of integrity, a dependable and responsible work ethic, and a commitment to quality.

- Monitor production systems and applications to ensure optimal performance and stability.
- Respond promptly to system alerts, investigating and resolving issues to minimize downtime.
- Troubleshoot and diagnose problems reported by users or detected through automated alerts.
- Collaborate with development and QA teams to identify, document, and resolve production defects.
- Execute and validate production job streams and scripts according to established schedules.
- Document incidents and resolutions in a ticketing system to maintain accurate and up-to-date records.
- Perform periodic system checks and health monitoring to proactively detect potential issues.
- Assist in deploying updates, patches, and changes to production environments following change control processes.
- Communicate status updates and issue resolutions to stakeholders and users in a clear and timely manner.
- Participate in on-call rotation to provide 24/7 production support coverage.
- Develop and maintain operational documentation, including standard operating procedures and troubleshooting guides.
- Analyze system logs and performance metrics to identify trends and recommend improvements.
- Coordinate with third-party vendors for support and issue resolution as needed.
- Test and verify backup and recovery processes to ensure data integrity and availability.
- Assist in capacity planning and performance tuning efforts to optimize system resources.
- Provide user training and support for production applications and tools.
- Conduct root cause analysis for recurring issues to implement long-term solutions.
- Ensure compliance with security policies and procedures in all production support activities.

- Strong attention to detail
- Excellent problem-solving skills
- Effective communication skills
- Ability to remain calm under pressure
- High level of reliability and punctuality
- Strong organizational skills
- Ability to manage time effectively
- Team-oriented mindset
- Eagerness to learn and adapt
- Proactive approach to identifying and solving issues
- Dependable and responsible work ethic
- Strong multi-tasking abilities
- Analytical thinking
- Dedication to continuous improvement
- Ability to follow processes diligently
- Resourcefulness in troubleshooting and issue resolution
- Technical acumen
- Strong customer service orientation
- Willingness to take ownership of tasks and issues
- High level of integrity and commitment to quality

- Competitive salary range based on experience
- Comprehensive health insurance (medical, dental, vision)
- Flexible working hours
- Remote work options
- Generous paid time off (PTO) policy
- 401(k) retirement plan with company match
- Professional development opportunities
- Access to online training and certification programs
- Tuition reimbursement for relevant courses
- Employee wellness programs
- Gym membership discounts
- Employee assistance program (EAP)
- Company-sponsored social and networking events
- Travel and commute assistance
- Childcare assistance programs
- Parental leave benefits
- Annual performance bonuses and incentives
- Ergonomic workspace and equipment
- Inclusive and diverse workplace environment
- Opportunity for career advancement and growth within the company