5 keys to unlocking value from production support

  • What is difference between application support and production support?

production support person/team is responsible for receiving incidents and requests from end-users, analyzing these and either responding to the end user with a solution or escalating it to the other IT teams. These teams may include developers, system engineers and database administrators.

An Application Support person Provide technical support to teams within the organisation, and to external clients when required. Assisting with systems integrations. Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date. Maintaining and updating technical documents and procedures.

  1. Problem-solving skills – successful production support engineers excel at resolving problems encountered by users, whether these require only quick fixes or major collaborative efforts across various departments
  2. Technical expertise – regardless of their industry, all production support engineers have a deep understanding of the product they handle as well as the processes behind it
  3. Customer service – production support engineers must communicate well with customers, paying attention to their concerns and providing clear, regular updates for ongoing requests
  4. Attention to detail – it’s crucial for production support engineers to be mindful of details since their tasks include creating extensive documentation, tracking errors, and making changes to products
  5. Multitasking – production support engineers handle technical issues from multiple customers at the same time, along with other responsibilities such as writing reports and participating in manufacturing or development.

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