Production Support Analyst Goals and Objectives Examples
Meet and exceed all SLAs.
Ensure high availability of production systems.
Respond to incidents within agreed timeframes.
Reduce downtime of production systems.
Minimize the number of incidents.
Resolve incidents at first point of contact.
Document all incident resolutions.
Provide regular status updates to stakeholders.
Communicate effectively with all stakeholders.
Identify trends in incident data.
Analyze the root cause of incidents.
Initiate actions to prevent recurring incidents.
Follow existing procedures for handling incidents.
Suggest improvements to existing procedures.
Maintain knowledge base of known issues and solutions.
Contribute to the development of new procedures.
Participate in training activities as required.
Keep abreast of new technologies and industry trends.
Ensure data privacy and security requirements are met.
Minimize risk associated with changes to production systems.
Ensure proper change control procedures are followed.
Test and validate changes before deployment.
Work collaboratively with other teams and departments.
Provide feedback on system design and architecture.
Ensure compliance with regulatory requirements.
Monitor system performance and capacity.
Optimize system performance where possible.
Troubleshoot performance issues.
Participate in disaster recovery planning and testing.
Continuously improve processes and procedures.
Maintain accurate documentation of production systems.
Participate in audits and inspections as required.
Participate in vendor management activities.
Manage relationships with third-party vendors.
Ensure vendor services meet SLAs and contractual obligations.
Escalate issues to vendors as necessary.
Ensure backup and recovery procedures are in place and tested.
Ensure all backups are complete, secure, and available when needed.
Participate in security incident response activities as required.
Stay informed about security threats and vulnerabilities.
Ensure patches and updates are applied in a timely manner.
Monitor logs for suspicious activity and take appropriate action as necessary.
Participate in vulnerability scanning and remediation activities.
Monitor access controls and permissions for production systems.
Ensure all users have appropriate access levels.
Manage user accounts, passwords, and authentication systems.
Participate in data migration activities as required.
Ensure data integrity during migrations.
Collaborate with stakeholders to ensure successful migrations.
Ensure compliance with data retention policies and regulations.
Participate in software release management activities as required.
Ensure successful deployment of software releases to production systems.
Perform post-deployment validation testing to ensure functionality is not impacted by new releases or patches.
Update CMDBs (Configuration Management Database) and ticketing systems regularly.
Manage software licenses and subscriptions appropriately.
Verify that software installations comply with relevant standards, regulations, or guidelines.
Relay critical information from higher authorities to necessary parties.
Build cross-functional working relationships to achieve results.
Create and maintain an open line of communication with all stakeholders.
Regularly document technical specifications, installation instructions, test plans etc.
Attend scrum meetings with the team to discuss project status updates.
Proactively identify process improvement areas.
Encourage a proactive approach across the team.
Develop strong technical acumen in various technologies.
Prioritise key tasks according to their urgency/impact on business operations.
Conduct thorough root cause analysis' for any production issues.
Collaborate with internal customers to verify that the application meets their needs.
Provide support internally for all applications developed or modified by the team.
Check all non-production environments to ensure they are up-to-date and stable before migrating code to Production.
Establish, maintain, and update system initiation, procedures, incident management processes, or escalation procedures as necessary.
Track, monitor, report on, analyze, and troubleshoot problems in agile projects - including trending analysis so that permanent corrective measures can be taken.
Monitor system alerts/messages/notifications & respond accordingly.
Ensure timely resolution of batch processing errors.
Avoid any unplanned downtime by monitoring system performance continuously.
Create reports based on metrics collected from monitoring tools.
Continuously assess risks in the production environment.
Propose changes where necessary.
Coordinate with other IT teams to ensure seamless operational readiness.
Regularly review environmental issues related to production.
Collaborate with development teams to ensure applications remain functional after modifications are made.