Junior Customer Experience Specialist improving customer satisfaction by optimizing service solutions. Role involves training, communication strategies, and customer research for Fortum's energy services.
About the role
- Production Support Analyst managing and resolving incident tickets in a production environment. Collaborating with teams to ensure timely issue resolution and proactive monitoring.
Responsibilities
- Monitor and manage incoming production incident tickets across applications.
- Use monitoring tools and system alerts to proactively identify issues.
- Ensure all tickets are updated with the latest information and followed up regularly until resolution.
- Coordinate with teams (e.g., development, DevOps, QA) to facilitate root cause analysis and issue resolution.
- Escalate critical or high-severity incidents appropriately to ensure timely resolution.
- Maintain accurate and up-to-date records of incident status, actions taken, and closure notes.
- Verify issue resolution with users or stakeholders before ticket closure.
- Generate regular reports and dashboards on ticket trends, open/closed status, and SLA compliance.
- Participate in incident review meetings and post-incident analysis discussions.
- Support the implementation of process improvements to reduce incident recurrence.
Requirements
- 5 years of experience in a level 2 production support or application support role.
- Ability to run pipelines (CI/CD) / data patching
- Strong organizational and communication skills with a customer-focused mindset.
- Experience with ticketing systems such as ServiceNow, Jira or similar.
- Basic understanding of IT systems and infrastructure components.
- Ability to work under pressure and manage multiple priorities.
- Detail-oriented with a focus on following through and closing tasks.
- Willingness to learn and adapt to new technologies.
Benefits
- Flexible working arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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