What are the responsibilities and job description for the Production Support Specialist (Remote) position at Axelon?
Job Title : Production Support Specialist (remote)
Position Overview :
- The Production Support Specialist plays a critical role in ensuring the stability and availability of mission-critical production systems.
- This position is responsible for ongoing monitoring, identifying and responding to incidents, and supporting the resolution of issues that impact service delivery.
- The specialist will lead SWAT calls during high-priority incidents, manage the incident ticketing process, and collaborate with cross-functional teams to restore service levels as quickly as possible.
- The role also includes managing infrastructure upgrades, validating and overseeing SSL certificate management, and ensuring readiness for peak operational periods, such as year-end or other high-traffic times.
- In addition, the Production Support Specialist will assist in disaster recovery activities, working with disaster recovery plans, and manage issues related to PHI in accordance with regulatory requirements.
- This position also involves providing key stability and availability metrics, ensuring that stakeholders have timely and accurate information on system performance.
Key Responsibilities :
Day-to-Day Operations :
Incident Management :
Infrastructure Support :
Operational Readiness :
Ensure the Operational Readiness of systems and processes, particularly during peak periods (e.g., 1 / 1 or other high-traffic times), to ensure that infrastructure supports increased loads and system reliability.
Stakeholder Coordination :
Disaster Recovery :
Assist in the creation and maintenance of Application Recovery Guides (ARGs) and conduct disaster recovery (DR) activities to ensure business continuity in case of major system failures.
PHI Issue Management :
Validate and manage PHI (Protected Health Information) issues, ensuring that all incidents involving sensitive data are handled according to compliance standards and regulations.
Metrics and Reporting :
Provide key Stability and Availability Metrics, helping to track and report system uptime, performance, and overall reliability to stakeholders.
Key Qualifications :
