Production Support (also called Application Support) is a healthcare for technology. It’s responsible for making sure systems and applications run smoothly by identifying problems, deploying smart solutions, making improvements, and keep everything running efficiently and reliably.
What’s it like working in a production support?
Production support teams fix issues with a business’s systems and applications. The technical lifecycle of an application includes development, user acceptance testing, and production. Production support teams mainly work in phases 2 and 3 and it is their responsibility to find issues and work with development teams to make improvements.
Production Support Analysts quickly solve problems with the aim of reducing business impact of a technology issue. the focus is reducing financial and reputational impact, with the latter growing in importance in recent years.
Application Support Analysts support IT services delivered to users within an organization, enabling the required business processes needed for the business to be successful. By default, Application Support Analysts enable people to execute their responsibilities within their relevant business processes
Also, they have excellent communication skills, both verbal and written, an acute understanding that other people within the business depend on them, and the realization of how to respond to that dependency via acknowledgement, updates, and resolution. These are the primary roles of the position.
Application Support Analysts have: (better be as words cloud)
Communication skills & active listening
Empathy with users
Acceptance of ownership
Patience and understanding
Investigation & diagnostic skills (be like Sherlock Holmes)
Language skills (in some cases)
In terms of how these services are delivered naturally IT ability is required. At a high level it is an understanding that it is applications, which deployed within IT systems, provide the technical face of the service the business requires.
Sufficient technical knowledge
Service Awareness (ITIL)
Investigation & diagnostic skills
Support tool knowledge