Production Support Specialist

Auxo Solutions

About The Position

Auxo Solutions is seeking a highly organized and proactive Production Support Specialist to oversee production support ticketing, triaging, client communications, overall client satisfaction, and the removal of blockers. This role acts as the primary liaison between clients and internal teams, ensuring smooth operations and exceptional service delivery. This role is critical for maintaining operational stability and ensuring client satisfaction through effective management of production support processes.

Requirements

A Bachelors' degree in a related field along with at least 2 years of experience in a technical Project Management role, and 2 years of Production Support experience.
Proven success in managing complex queues of project work.
An understanding of the software development lifecycle (SDLC), and ability to leverage it in a delivery environment.
Strong client engagement skills, with the ability to manage relationships and communicate effectively at all levels of an organization.
Excellent communication and interpersonal skills.
Strong proficiency with JIRA and other project management tools.

Nice To Haves

Experience as a Scrum Master is a plus.
Experience with LC/NC platforms is a plus.

Responsibilities

Oversee production support ticketing, prioritize issues, and ensure timely resolution.
Maintain regular communication with clients regarding issue status, progress, and resolution plans.
Ensure high levels of client satisfaction by addressing concerns promptly and effectively.
Identify and remove blockers to maintain workflow and operational efficiency.
Serve as the main point of contact between clients and internal teams, facilitating effective communication and issue resolution.
Handle basic project management tasks, ensuring deadlines and service level agreements (SLAs) are met.
Generate and present regular reports on ticket status, client satisfaction, and operational performance.
Identify areas for process improvement and implement best practices to enhance service delivery.