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Production Support Roles - Responsibilities and

The production support person provides the first level of service-desk support for
end-users within the agency, and can plan for the greatest time requirements just
before and in the first few weeks after the agency's go-live. He or she will receive
training similar to that of trainers and training facilitators.

Roles and Responsibilities

• Provide first level of support to end-users within the agency who have
questions regarding SCEIS functionality for the first thirty days after go-live

• Attend routine knowledge transfer sessions conducted by SCEIS team

• Conduct self-study and preparation activities, as needed

• Provide insight into South Carolina processes and procedures including

agency examples

• Quickly and knowledgeably respond to SCEIS end-user questions and

issues prior to contacting the Shared Service Center

• Help to alleviate end-user discomfort to facilitate adoption of the new

SCEIS business and system processes

Job Description

Our client is seeking a Production Support Analyst/Engineer.


1. Incident management - logging, prioritizing and resolving incidents and

track them against various SLAs.
2. Problem management - resolving recurring incidents permanently,
performing break fixes and implementing preventative action items.
3. Configuration management - tracking the versions of key system artifacts
and source code in version control software (CVS & ClearCase).
4. Change Management - submitting change requests, documenting impact
and benefits, obtaining approval by a change control board and managing the
implementation using PAC2000.
5. Integration Engineering Manage code deployments and migrations through
the environment stack from Development, to SIT, to UAT, To Prod and BCP.
6. Monitor system availability.
7. Manage and support high-availability 24/7 production systems with an on
call rotation.
8. Research, develop, and deploy automation scripts and tools to improve the
teams overall efficiency
9. Document and execute disaster recovery processes.
10. Follow proper escalations procedures.
11. Excellent listening skills, self-starter, assertive, thorough, follows
established procedures and the ability to meet deadlines
12. Must be able to communicate effectively and work well within a team
13. Manage projects in SharePoint.